Assistant Manager Operations
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Job Description
Requirements
Key Responsibilities
- Team Leadership & Oversight:Lead and manage a workforce of over 100 employees including Team Leaders ensuring consistent delivery of service excellence across all shifts and locations.
- Operational Management:Supervise day-to-day offshore operations to ensure adherence to client-specific KPIs SLAs and internal quality benchmarks.
- Client Engagement & Escalation Handling:Maintain effective communication with clients handle customer escalations and coordinate closely with internal teams to resolve complex service issues.
- Performance Analysis:Monitor team performance metrics conduct root cause analysis for missed KPIs and implement robust corrective action plans to enhance operational output.
- Reporting & Reviews:Prepare and present weekly performance reviews and operational updates to senior management using data-driven insights for strategic decision-making.
- Coaching & Development:Deliver structured coaching feedback sessions and one-on-one performance check-ins to promote a high-performance culture.
- Quality & Compliance:Ensure process adherence quality control and knowledge management across operational teams maintaining alignment with organizational standards.
- Workforce Management:Manage workforce planning activities including shift scheduling adherence and resource allocation to meet dynamic service demands.
Qualifications and Skills
A Bachelor s degree in any discipline.
3 6 years of relevant experience in customer service/BPO operations.
At least 2 years in a Team Leader or supervisory capacity managing medium to large teams.
Strong understanding of customer service processes SLA management and contact center KPIs.
Proficiency in MS Office tools especially Excel PowerPoint and Word.
Fluency in Arabic is essential; English fluency is an added advantage.
Must be willing and able to work onsite in Egypt or Dubai as required.
Preferred Attributes
Strong interpersonal and communication skills with the ability to lead diverse teams.
Analytical mindset with a focus on operational excellence and continuous improvement.
Proven ability to manage pressure resolve conflicts and drive team success in a dynamic environment.
Flexibility to work across different shifts and manage geographically distributed teams.
Benefits
What We Offer
A leadership role in a fast-growing offshore BPO operation
Exposure to international client management and global service delivery
Competitive compensation package with performance-based incentives
Opportunities for career advancement within a global operations framework
Employment Type
Full Time
