Contact Center Operations Manager - Multinational

Our Client :

One of the Largest Contact Centers in the Middle East (Multinational Firm)

Job Description :

• Lead team members, foster their professional development and growth, promote teamwork and cooperation with the goal of producing industry best Big Five Results.
• Create a work environment to drive employee engagement and manage the operational and tactical requirements of the client on a daily basis.
• Develop a detailed understanding of the P&L for a LOB..
  Provide leadership and guidance to Team Managers to ensure consistent administration of company policies and standards.
• Act as an escalation point for employee relations where the Team Manager assesses the need for additional support.
• Resolve personnel issues in a professional and timely manner and deliver any necessary corrective action. Implement all disciplinary actions in accordance with company policy and ensure consistency.
• Prepare and deliver annual performance appraisals of direct reports on a regular basis. Manage the appraisal process within the team ensuring reviews are processed on time.
• Conduct regular team meetings to review team performance, and define and implement any corrective actions needed to meet operational performance. Also, ensure expedient communication of relevant information and offer an open forum for input from the team.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Complete bi-weekly payroll for direct reports.
  Participate in cross functional meetings to review information received from operational support functions - Training, HR Quality, Ops Planning etc.- and partner to define action plans that resolve performance issues and continuously improve performance.
• Implement site and/or line of business best practices and minimize need for client intervention.
• Drive consistent performance that is repeatable and reliable
  Evaluate staffing needs, with input from BD and Client, and make adjustments to meet changing requirements.
• Responsible for contributing to the budget planning process and monthly forecasting updates, including variance explanations