Call Centre Operations Manager

People Management Roles and Responsibilities:

• You’ll have experience of leading multi-territory teams, with a proven track record of exceeding performance targets.
• You’ll be a natural leader with experience of people management, coaching and developing a team to build a high-performance culture.
• You’ll have a strategic mind-set with an ability to devise an operational plan.
• You’ll be a problem solver with an ability to turn a challenge into a solution to maximize opportunity.
• You’ll 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 5-7 years of call center experience in Retail fashion and Beauty industry background 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
• Strong Ability to work with all level of senior stakeholders/management.
• Customer Focus and Result Driven.
  

Additional Requirements

• Self-motivated 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.