Operations Manager - Contact Center

Key Responsibilities

1. Oversee and analyze Client Service Level Agreements, implementing improvement strategies as required.
2. Drive revenue generation and manage financial performance, including forecasting and budgeting.
3. Select, train, develop, and manage the performance of Team Leaders and their associates.
4. Monitor and review operational reports, including attendance, adherence, client scorecards, and key performance metrics.
5. Establish and maintain strong relationships with client partners, ensuring service excellence.
6. Provide leadership and guidance to direct reports, ensuring adherence to company policies and performance standards.
7. Conduct regular one-on-one meetings with Team Leaders to review team performance and provide developmental coaching.
8. Foster a positive work environment through employee engagement and resolve employee relations issues professionally.
9. Collaborate with cross-functional teams, including Training, HR, Quality, Workforce Management, and Talent Acquisition, to drive continuous improvement.
10. Implement best practices to exceed client expectations, ensuring consistent performance and operational efficiency.
11. Participate in business reviews with clients and make necessary operational adjustments based on feedback.
12. Lead a team of Team Leaders, ensuring effective communication and execution of business strategies.

Required Skills and Experience

1. Bachelor's degree in a relevant field with a minimum of 3 years of experience in operations management.
2. Experience in a call center environment, preferably within the real estate sector.
3. Bilingual fluency in English and Arabic, with strong communication skills in both languages.
4. Proven ability to analyze and improve work processes, ensuring operational excellence.
5. Ability to work under pressure, meet deadlines, and maintain a professional demeanor.
6. Strong organizational and project management skills in a fast-paced business environment.
7. Demonstrated ability to mentor, coach, and develop employees.
8. Flexibility to work varying schedules based on business needs.