Call Center Operations Manager

TEMPO -
New Cairo, CairoPosted 4 years ago

167Applicants for1 open position

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Oversee all aspects of team member training and development related to programs and business needs
Ensure all company policies and procedures are adhered to at the centers. This includes promoting a healthy work environment with respect for all employees
Oversee performance and quality standard reviews to ensure outcomes meet business expectations
Provide daily, weekly, and monthly Operations reports on the state of the business performance
Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive operational efficiencies operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives
Participates in and monitors selection process for SME’s and TL’s
Supervise subordinate staff, including Interviewing, hiring, discipline, performance review, mentoring

Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience
Extensive experience in management and operations management in a customer service or call center environment
Passionate about technology and fitness
Excellent written and verbal English communication skills with the ability to comfortably interact with cross functional teams
Advanced experience working with Kustomer (or similar helpdesk software), UJET, Slack, G Suite, Excel preferred
Ability to analyze and interpret qualitative and quantitative data
Flexibility and versatility in problem analysis and resolution requiring attention to detail
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level