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Operations Excellence Senior Manager

Majorel Egypt
Cairo, Egypt
Posted 2 years ago
119Applicants for1 open position
  • 5Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & KPI’s targets.
  • Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
  • Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
  • Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
  • Selecting, effectively managing and coaching Operations Managers
  • Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
  • Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
  • Setting and reviewing Quality performance standards
  • Setting and reviewing of organizational / productivity objectives in line with the commercial contract
  • Responsible for Operational Business Continuity plan
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Meets call center financial objectives by working closly with CRM in estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
  • Develop and maintain effective work streams by working with HR and other supporting function, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
  • Overall responsibility for Supervisors and in some case’s team leads who are responsible for managing the day-to-day operations of a team of agents
  • Manage COPC Certification responsibility for the non-global accounts across all functions
  • Having the full knowledge of Workforce management attributes

Job Requirements

  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Minimum Experience of 10 years working in an Outsourcing or BPO operations management
  • Experienced in managing large multi-site /Multi skilled contact centers
  • Ability to build and maintain strong client relationships
  • Ability to demonstrate been able to translate business strategy into day to day delivery
  • Strong commercial understanding and previous accountability for profit targets
  • Strong presentation skills
  • COPC Certified is a must with wider knowledge of COPC audits and activities
  • Fluent in English proficiency
  • Excellent Proficient in MS Office

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JobsOperations/ManagementOperations Excellence Senior Manager