Head of Operational Excellence

4 weeks ago


Nasr City, Egypt Property Finder Full time
Head of Operational Excellence
  • Develop and implement the quality and learning management systems for our customer experience department to provide consistent and excellent levels of support to our partners.
  • Maintain and develop internal support and contact center quality standards
  • Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes
  • Implement and deliver coaching and continuous improvement frameworks.
  • Manage and update internal knowledge management systems in line with quality standards
  • Develop effective onboarding and training content for new and existing CX Advisors
  • Organising quality audits, identifying training needs, and analysing results to support the wider operation.
  • Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
  • Ensure all CX team members are aware and trained on all new product launches, business campaigns, and process updates
  • Streamline business processes to enhance efficiency
  • Work with Customer Experience leadership to develop, execute, optimize and assess CX enablement program
  • Work closely with product, sales and product teams to develop content and training strategy for internal staff
  • Capture ideas on how to improve our processes, products, and services based on customer feedback.
  • In-depth analysis of customer trends, behavior, issues, and presenting findings in a timely manner to all key internal partners.

Desired Skills:

  • Customer-focused attitude
  • Exceptional command of the English & Arabic languages
  • Excellent verbal and written communication skills
  • Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
  • Stellar project management and execution skills to navigate project milestones end to end
  • Proven leadership, organizational and team management skills within the domain of customer operations/Technical support management
  • Experience within a SaaS/Marketplace environment in preferred
  • A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
  • Experience of driving change initiatives in a service-based environment
  • Ability to analyze data and understand root causes behind performance metrics
  • Demonstrated ability to prioritize and manage a diverse workload of both short- and long-term goals and deliver results in a fast- environment
  • Experience communicating and presenting to senior leaders

Behavioral Competencies

  • A strong leader able to create strong working relationships with customers and internal stakeholders.
  • Analytical and process-oriented mindset
  • Passionate about organizational and customer success
  • Able to adapt and succeed in a changing environment
  • A team player who enjoys collaborating with other functions to deliver the best results for the company and the customer


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