Operations Manager Luxor Based
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موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت قبل 13 ساعة
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
About Us
Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 800 of the worlds leading and digital-first brands. Our innovative CX solutions technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting 9 million customer conversations every day in 60 languages across 45 countries Foundever combines global strength and scale with the agile entrepreneurial approach of our founder-led culture enabling companies of all sizes and industries to transform their CX.
Primary Job Responsibilities
Operations Management
- Establish and maintain business standards for accuracy productivity and reliability.
- Manage the daily functions of the business.
- Prepare annual performance review and reevaluate processes.
- Meet contract service key performance measures.
- Ensure regulatory compliance and legal rules are followed.
- Manage budget to align with goals of business.
- Manage the relationship with WFM for optimum utilization of resources.
- Meet daily weekly & monthly reporting obligations provide thorough analysis on operational trends and corrective actions.
People Management
- A role model for the team.
- Set key performance indicators for the team.
- Monitor performance and implement performance management tools to ensure continuous feedback (one-ones performance dialogue).
- Communicate company department & unit objectives ensure proper alignment and understanding of the end-end role.
- Set and supervise development plans for teams & individuals.
- Improve team productivity period over period.
- Set team & individual targets.
- Manage team attrition to acceptable levels.
- Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.
- Maintain team technical proficiency and productivity and provide technical training where required.
- Set SMART goals and targets for the planning teams and ensure their alignment and integrity with strategic directions of the departments.
- Identify required resources and skill sets/competencies required to carry out successfully unit plans.
- Balance and monitor the workload distribution to match the business needs and team capabilities.
- Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members.
- Provide formal and informal performance feedback on an ongoing basis.
- Customer Management & Support.
- Maintain and enhance the companys standards of customer service.
- Use all available measures to push continuous improvement to high customer satisfaction level.
- Map operations processes to customer satisfaction indicators.
- Ensure operations are compliant with regulatory requirements check periodically for updates.
Requirements:
- English Proficiency of C1 with a second language being a plus.
- Advanced knowledge of Microsoft Office applications (Word Excel PowerPoint MS Project).
- 5 years of experience in the call center industry.
- Proven 1-year experience as an Operations Manager or equivalent titleis a must
- Previous project management experience is a plus.
Required Experience:
Manager
المهارات المطلوبة
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- إدارة العمليات
- Kaizen
- Leadership Experience
- Supervising Experience
- إدارة البيع بالتجزئة
عن الشركة
Foundever is a global leader in customer-experience (CX) outsourcing, combining human expertise and AI-driven capabilities to support over 9 million customer interactions daily across 60+ languages in 45 countries.
