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Job Description
- 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.
- Having good presentation skills and ability to interact with 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.
- Green Belt trained or preferred certified.
- Strong knowledge of operations with data analytical skills.
- Green belt certification would be highly desirable.
- 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.
- Very good finance and accounting skills.
- Strong external and management reporting skills.
- Skill in examining and re-engineering operations and procedures.
- Should have good knowledge about Quality, Training, WFM and other supporting work-flows.
- Knowledge of budgeting, cost estimation, capacity utilization principles and procedures.
