Multinational Contact Center Operations Manager

Pillars - Cairo, Egypt

Applicants for
1 open position
Experience Needed:
More than 5 years
Career Level:
Job Type:
Full Time
1 open position
About the Job

Job Description:

  • Ensure teams are adhering to procedures & other regulations as prescribed by their respective processes.
  • Monitoring the PLAs and Meet all Timeliness & Quality metrics defined for all processes. Escalate any major deviations to Business which will impact the quality & turnaround time.
  • Focus on reducing rework with adequate training to the teams.
  • Build & Retain domain expertise within the teams.
  • Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness
  • Work closely with the Business Partners to identify opportunities for improvements to the process and particularly automation initiatives and strengthening of controls.
  • Reduce escalations to the Business wherever possible.
  • Implement effective controls in process to ensure all the regulatory requirements are being adhered.
  • Focus towards increasing Productivity % across Processes.
  • Ensure performance updates/MI reporting etc to the Business at regular intervals or as requested by the Business
  • Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices. Cultivate an environment that supports diversity .
  • Promote team work and sharing of best practices with the team and across other teams.
  • Identify potential areas of development and training needs for team members.
  • Contribute to the creation of a supportive work environment driven by people centric values
  • Ensure that adequate controls are in place to avoid any errors resulting in operational loss/regulatory breach.
  • Do not contribute to High risk and/or Repeat finding during group audits
  • Identify any process gaps and work with the Business to close or minimize the same by implementing adequate controls.
  • Create/support ongoing training requirements to up skill new hires & existing staff
Job Requirements
  • Ability to understand and speak French fluently, write professional letters and reports, and high conversational/ telephone skills
  • Knowledge of Contact Center Operations functions is preferred
  • Evidence of excellent prioritizing, planning and organizing skills  
  • Lateral thinker, with ability to manage change and analytical ability to recognize areas of improvement
  • Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle Capacities and reporting.
  • Excellent interpersonal skills
  • Ability to manage resources to continually improve  service and achieve quality targets  
About this Company

Pillars Egypt is Consultancy & Recruitment Firm established to serve distinctive clients in the areas of strategic management , Business Planning and Executive recruitment.
We are a group of executives with a large diversified experience in various areas as Strategic Management, Business Planning

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