Operations Manager - Contact Center - Real Estate - Concentrix

Customer Service/Support

Job Title:

Job Description

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

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  Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/nonbillable hours forecasting budgeting etc.)

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  Selecting training developing and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements

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  Manage and review operational reports (Attendance adherence PFP Client scorecard Metrics management reports)

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  Create and maximize relationships with client partners

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  Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

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  Conduct regular oneonones with direct reports to review individual performance the performance of their team and offer ongoing developmental coaching

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  Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

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  Participate in cross functional meetings to review information received from operational support functions Training HR Quality WFM TA. and partner to define action plans that resolve issues and drive continuous improvement

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  Implement best practices and overdeliver for clients drive consistent performance evaluate staffing needs with input from BD and Client and make adjustments to meet changing requirements

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  Attend business reviews with the client

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  Handle a team of team leaders

Candidate Profile

• Bachelor Degree in related field with more than 3 years of experience.

• Call center experience within real estate sector preferred

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  Bilingual English (B2 level ) and Arabic speaker .

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  Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

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  Work well under pressure and follow through on items to completion while maintaining professional demeanor

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  Excellent communication skills both written and verbal. Ability to effectively present information to internal and external associates

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  Demonstrated ability to organize and prioritize projects in a fastpaced and deadlineoriented business environment

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  Demonstrated ability to mentor coach and provide direction to a team of employees

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  Willingness to work a flexible schedule

Career Framework Role

Disclaimer

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race color religion gender national origin age sexual orientation gender identity or expression protected veteran status disability status or any other legally protected characteristic.

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