Egypt Job Openings
Concentrix
Operations Manager - Travel experience (BPO) (CV is a must) (Cairo Egypt)
Giza
October 15, 2024
Operations Manager - Travel experience (BPO) (CV is a must) (Cairo Egypt) (m/f/d)Job Description
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Essential Functions/Core Responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
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Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
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Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
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Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
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Create and maximize relationships with client partners
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Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
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Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
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Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
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Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
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Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
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Attend business reviews with the client
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Handle a team of team leaders
Candidate Profile
- at least two years of Progressive Management Experience) preferred
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Call center experience preferred
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Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
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Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
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Work well under pressure and follow through on items to completion while maintaining professional demeanor
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Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
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Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
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Demonstrated ability to mentor, coach and provide direction to a team of employees
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Willingness to work a flexible schedule
Career Framework Role
Disclaimer
Location:
EGY Cairo Egypt-Smart Village Building B2110Language Requirements:
Time Type:
Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
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