Operations Manager - New Cairo City
منذ 6 ساعات
وصف الوظيفة
Operations ManagerJob Purpose
The primary mission of the Operations Manager is to lead, manage, and optimize the performance of the Contact Centre operations across Reservations and Customer Services business units.
The role is responsible for driving operational excellence, ensuring "sales through service" and "customer retention," while maintaining the highest quality standards, service levels, and commercial performance in line with organizational objectives.
Key ResponsibilitiesOperational Leadership
Oversee daily Contact Centre operations across all communication channels (telephone, email, correspondence, etc.).
Ensure achievement of all operational KPIs including Service Level Agreements (SLAs), Calls per Day, Average Handling Time (AHT), Turnaround Time (TAT), Quality Scores, Sales Targets, and Lost Call Ratio.
Monitor performance metrics and implement corrective action plans where required.Ensure effective workforce planning and resource allocation to meet business demands.
Customer Experience & Service Excellence
Ensure delivery of exceptional customer service while maximizing sales opportunities.
Drive customer retention strategies and promote loyalty programs to enhance customer engagement.
Oversee resolution of complex customer queries, complaints, financial adjustments, and escalations in a timely and efficient manner.
Ensure compliance with company policies, procedures, and quality standards.
Sales & Revenue Growth
Lead initiatives to maximize conversion rates and revenue generation through proactive sales management.
Ensure teams effectively promote products and services.
Identify opportunities for pricing, product, and service improvements to enhance competitive positioning.
Team Leadership & Development
Lead, coach, and develop Team Leaders and Senior Agents to ensure high performance and engagement.
Conduct regular performance reviews, coaching sessions, and 1-2-1 meetings.
Support onboarding and training programs for new employees.
Foster a high-performance culture aligned with the company's Vision, Mission & Values.
Drive employee development initiatives and continuous improvement programs.
Process & Continuous Improvement
Ensure effective use of systems, reporting tools, and research platforms.
Analyze operational data to identify trends, gaps, and improvement opportunities.
Lead continuous improvement initiatives to enhance efficiency and customer satisfaction.
Manage ad-hoc projects and strategic initiatives as assigned by senior management.
Professional Experience
Minimum 5–8 years of experience in Contact Centre operations, including Reservations and/or Customer Services.
At least 2–3 years in a managerial or leadership role.
Proven track record of consistently achieving operational and commercial targets.
Knowledge
Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint).
Fluency in English (additional languages are an advantage).
Solid understanding of Contact Centre metrics, workforce management, and performance analytics.
Skills
Strong leadership and people management skills.
Excellent sales and commercial awareness.
Advanced problem-solving and decision-making abilities.
Strong analytical and reporting skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Customer-focused mindset with strategic thinking capability.
Core Competencies
Relationship Management & Team Leadership
Effective Communication
Business & Customer Orientation
Strategic Analysis & Decision Making
Organization & Resource Management
Personal Attributes
High drive & initiative
Professionalism & resilience
Adaptable and flexible
Results-oriented with strong accountability
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