Operations Manager - BPO

Intouch CX -
Sheikh Zayed, Giza

Intouch CX -
Sheikh Zayed, Gizaposted 21 days ago

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Oversee daily operations of the customer experience center to ensure efficient and effective service delivery.
Lead, mentor, and develop teams to achieve performance targets and maintain high levels of employee engagement.
Implement and monitor operational policies, procedures, and best practices to optimize workflow and productivity.
Analyze operational data and key performance indicators to identify trends, areas for improvement, and actionable insights.
Collaborate with cross-functional teams including customer support, technical support, and sales to drive process improvements.
Ensure compliance with company standards, industry regulations, and client requirements.
Manage resource allocation, scheduling, and workforce planning to meet business objectives.
Drive continuous improvement initiatives using AI-powered tools and analytics to enhance service quality.
Handle escalated customer issues and resolve complex operational challenges promptly.
Prepare and present regular reports on operational performance, team achievements, and project outcomes to senior management.

4-6 years of experience in operations management, preferably within customer experience, contact center, or related industries.
Proven track record of leading and developing high-performing teams in a fast-paced, in-office environment.
Strong analytical skills with the ability to interpret data and drive process improvements.
Excellent communication, interpersonal, and leadership abilities.
Demonstrated experience in implementing operational policies and procedures.
Ability to manage multiple priorities and adapt to changing business needs.
Experience with workforce planning, scheduling, and resource allocation.
Familiarity with omnichannel support environments (phone, email, chat, social media).
Problem-solving mindset with a focus on delivering results and customer satisfaction.
Proficiency in using technology and analytics tools to monitor and improve operations.