Senior Operations Manager Luxor Based

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.

Join Foundever as We Expand in Luxor!

#Foundever is continuing its growth journey in Egyptand this time we are bringing new opportunities to Luxor one of the countrys most vibrant and promising cities.

As a global leader in customer experience #Foundever is committed to creating meaningful careers developing strong local talent and building high-performing teams that drive long-term success.

With our Luxor expansion were opening the door for passionate leaders to shape the future of Operations in a brand-new market. This is your opportunity to lead multiple accounts build strong teams from the ground up and represent Foundevers culture of excellence in a city rich with potential.

We are looking for a Senior Operations Manager who is ready to step into a high-impact rolesomeone with the vision leadership and operational mastery to elevate performance inspire teams and support our growing client base.

If youre driven strategic and excited to be part of a major milestone in Foundever Egypts journey then Luxor awaits you.

Be the leader who sets the standard. Be part of our expansion!

Primary Job Responsibilities

Summary of Primary Job Responsibilities:

• To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPIs across the Client.
• Direct involvement in the recruitment selection induction and ongoing skills development for all direct reports ensuring we attract and retain the best talent.
• Line management responsibility for Client Operations Managers.
• Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
• Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPIs.
• Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
• Management of any campaign migration or new business implementation for the Client.

Long Description

• Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
• Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
• Preparing analyzing and presenting data to the client as part of monthly performance reviews.
• Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
• Ensure integrity and accuracy of financial reporting and analysis on client level
• Ensure budgeted revenue and EBITDA is achieved by ensuring client is invoiced for all billed hours
• Ensure team members are recruited on time and with appropriate skills and aligned with client forecast ensuring absenteeism and attrition are managed to maximize EBITDA contribution.

Long Description

• 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.
• Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.
• Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Co-ordination of responses to any client change control requests.
• Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Management of any client escalations relating to the Operational teams performance.

Short Description

Requirements:

• Work Location : Luxor
• English Proficiency of C1 with a second language being a plus.
• 7 - 10years of experience in the call center industry.
• Proven 3 -year experience as an operations Manager or equivalent titleis a must
• US Account Experience Strong background in handling U.S.-based clients understanding cultural nuances SLAs and compliance requirements is a MUST
• Multi-Team Management Experience managing multiple teams and operations managers (overseeing at least 300 to 500 FTEs).
• P&L and Financial Acumen Proven track record of managing budgets revenue and operational costs to maximize profitability.
• Client & Stakeholder Management Experience in client negotiations QBRs and strategic partnerships.
• Six Sigma (Green Belt or Black Belt)
• Lean Management
• Outliers Management Certification
• PMP (Project Management Professional)
• COPC Certification