Operations Manager

Confidential Company - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 8 years
Career Level:
Job Type:
Full Time
1 open position
About the Job

Develop and specify account operational objectives through aligning with company objectives medium-term and annual planning to ensure the strategic objectives achievement

Role and Responsibilities:

  • Manage overall SLA’s, personnel, performance & discipline in the assigned area.
  • Ability to handle a team of 150 – 200 members / per SPOC ratios.
  • Establishing and monitoring clear management control, business communication and administrative procedures with the operations team to ensure successful delivery
  • Provide operational management of the team and vendor management of staffing provider.
  • Share valuable insight and deliver Customer Experience improvement solutions to the client organization.
  • Responsible for overall program performance and achievement of objectives at the site level
  • Provide site operational strategic direction by leading the development and implementation in alignment with the client strategy. · Responsible for verifying the site program is performing key business processes that are critical to delivering the products and services that meet the expectations of end users and clients
  • Analyze data gathered from multiple touch points (e.g. contact center metrics, transaction monitoring, end user satisfaction surveys) to develop solutions on process changes/improvements to the Customer Experience
  • Keep Site Leader apprised of contact center performance challenges and Business Unit operational changes
  • Develop and implement corrective action plans to improve areas of deficient performance
  • Manage site level budget requirements based on assigned program
  • Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
  • Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
  • Responsible for following agreed governance model, escalation & communication plan
  • To ensure team members achieve agreed standards in relation to their job assignments.
  • To ensure training of new staff on the corporate policy rules to be adhered to
  • To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
  • To monitor and document work schedule of staff and absences.
  • Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
  • Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
  • Ensure that all audit related issues are brought to a close
  • Identify and drive continuous improvements and initiatives in process
  • Coach & mentor Team lead so that they are able to manage their teams better
  • Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
Job Requirements
  • Professionally qualified (Master/Graduate Degree)
  • 8+ years of relevant job experience
  • Green belt certification would be highly desirable
  • Very good finance and accounting skills
  • Skill in examining and re-engineering operations and procedures.
  • Should have good knowledge about Quality, Training, WFM and other supporting workflows.
  • Knowledge of budgeting, cost estimation, capacity utilization principles and procedures
  • Strong external and management reporting skills

Soft Skills:

  • Having good presentation skills and ability to interact with the client for day to day matters.
  • Ability to work with numbers and very hands-on resource with excellent people management and motivation skills
  • Strong in execution
  • Excellent communication skills should be able to articulate in Arabic and English – Both written and spoken
  • Strong knowledge of operations with data analytical skills
  • Action Oriented, Integrity and Trust, Perseverance
  • Command Skills, Problem Solving, Drive for results, standing along and Directing Others
  • Managing & measuring work
  • Ability to handle pressure