Call Centre Operations Manager - Al Tayer Group

• Managing call center operations including recruitment training performance evaluation and coaching to ensure effective leadership and performance management within the call center.
• Collaborating with other departments to align call center operations with organizational objectives share best practices and implement integrated solutions.
• Managing call center SLAs and channels availability.
• Proper management of escalated cases related to the team customers or stakeholders.
• Setting clear performance targets and KPIs for call center supervisors monitoring performance metrics and providing feedback and support to ensure that performance goals are met or exceeded.
• Initiate ideas to incentivize and reward the team both ongoing and on a oneoff basis
• Review and support CX provided action points where needed in the call center.
• Manage call center workforce planning and shift schedules ensuring coverage at all times including peak hours outages and shortage planning.
• Responsible for implementing new working processes ensuring all performance and productivity issues are addressed immediately and on priority within the customer care team
• Maximize team morale and motivation levels to foster a team culture that is receptive to change and improvement
• Ensure team engagement with the brands through ongoing product knowledge and awareness of business initiatives and objectives
• Prepares daily weekly and/or monthly reports as needed/required.
• Report and monitor compensation activity in accordance with company policy.
• Managing outsourced operations including invoices performance and communication ensuring they are performing as required.
• Work with quality supervisor to retain dissatisfied customers and implement a performance management/coaching plan.
• Monitoring and reporting unexpected internal challenges such as technical outages seating issues and external challenges such as challenges reported by logistics trades stores..etc. ensuring they are reported and resolved based on their urgency.

People Management Roles and Responsibilities:

• Youll have experience of leading multiterritory teams with a proven track record of exceeding performance targets.
• Youll be a natural leader with experience of people management coaching and developing a team to build a highperformance culture.
• Youll have a strategic mindset with an ability to devise an operational plan.
• Youll be a problem solver with an ability to turn a challenge into a solution to maximize opportunity.
• Youll have strong computer literacy and an understanding of the digital world.
• Data driven

ABOUT YOU

You will need to have the following skills experience and knowledge to be successful:

• Bachelors Degree in any discipline
• Minimum 57 years of call center experience with at least 3 years experience managing call center teams
• Excellent analytical and critical thinking skills.
• Ability to drive strategic initiates to enhance efficiency customer experience and effectiveness
• Excellent team management planning and execution skills
• Proactive collaborative and consultative
• Excellent presentation and communication skills both written and verbal. Arabic language is preferred.
• Strong Leadership and Interpersonal skills
• Customer Focus and Result Driven.

Additional Requirements

• Selfmotivated and proactive
• Has integrity instils trust and leads by example.
• Understanding of process improvement in an agile manner
• Able to work under pressures and to strict deadlines.
• Ability to simplify complex environments and work with ambiguity.
• Applies a good level of emotional maturity in their role.
• Reliable team player who will contribute their knowledge and experience into a team environment.
• Organized and methodical.