German speaking Operations Manager - Cairo Egypt
German speaking Operations Manager - Cairo Egypt
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Job Description
About Foundever
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 750 of the worlds leading and digitalfirst 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.
Come and work with us.
We are looking for a talented and accomplished German speaking Operations Manager for Egypt Team and to be responsible for managing a full operation providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.
As an Operation Manager your daily responsibilities will include:
- Reporting to the Business Unit Director manage firstline supervisors that are responsible for managing the daytoday operations of a team of representatives handling customer inquiries and issues
- Preparing analyzing and presenting data to the Client as part of monthly/ quarterly performance reviews
- Undertake formal monthly/ quarterly performance reviews and 1:1 meeting with direct reports against KPIs
- Ability to support P&L analyzes and make decisions aligned with Client and Corporate business
- To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed
- Overall accountability for training development and mentoring of direct reports to provide opportunities for skills expansion and career development
- Management of any Client escalations relating to the Operational teams performance
- Apply process for tracking of customer/ client satisfaction and complaints in terms of response and resolution
- Applying a process of continuous review and of absenteeism and attrition across all teams
- Line Management responsibility for Team Managers
- Ensure process audits are completed quarterly for each customerrelated transaction and improvement plans agreed
- Provide clear direction to Call Center Supervisors and team members to drive organization strategies and initiatives
To succeed in the role you will need to have:
- Native our proficient German(mandatory)
- Advanced level of English (at least C1 both verbal and written
- Strong verbal and written communication skills (mandatory)
- Minimum of 2 years previous Call Center experience
- Evidence of effective interpersonal coaching and leadership skills
- Good organization/time management skills and problemsolving skills
- Ability to work with a variety of people from diverse backgrounds
- Ability to organize and prioritize set priorities and multitask
- Ability to adhere to all organizational policies and procedures
- Ability to provide feedback in a positive and supportive manner
- Ability to assess agents professional linguistic technical and diagnostic skills identify strengths/weaknesses and recommend solutions
- Able to effectively use Microsoft applications (i.e.: Word Excel PowerPoint Project Outlook etc.
- Strong knowledge of key functional areas including workforce management forecasting performance management process improvement quality assurance technology and reporting.
- Experience working in a metricsdriven environment with responsibility creating and executing plans to achieve desired results
- Willing to relocate from Greece to Cairo Egypt.
Specific Requirements (when necessary):
- Availability to travel
- Outofhours support
Go further with Foundever
Whats in it for you We give our people the tools and the freedom to learn grow have fun and be themselves.
- Very competitive wages and stability
- Fully paid training
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe friendly diverse supporting and technological company
- International and multicultural environment (celebrations initiatives to develop your skills and events to increase the team spirit)
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
Apply Today!
At Foundever we recognize that our success is rooted in the diversity of our team and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives backgrounds and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
Required Experience:
Manager
Employment Type
Full Time
