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Brand Partnerships Coordinator

4 months ago

Cairo, Egypt Project Growth Full time
The Operations Manager directs and manages all operational activities in the assigned area and contributes to the
sites overall strategic ;This position will provide leadership to a team of 2 to 5 Team Leaders or direct
reports as well as 40 to 50 indirect ;Teams consist of Desktop Support, Customer Service Support, and
Technical Support ;The Operations Manager is responsible for the productivity of the teams,
the individual performance of the staff and the overall quality of the services

Position Detail:

  • Leadership and overall responsibility for multiple teams with more than one client
  • Lead teams to meet and exceed business objectives including but not limited to contracted service levels, quality and productivity goals, as well as financial, metric and customer satisfaction goals
  • Ensures the consistent achievement of all financial and operational KPIs across the site
  • Review various reports and statistical data generated for the program and work out suitable action plans to effect continuous improvement
  • Conduct team meetings with Team Leaders and others as required or needed to ensure the successful operation of the business
  • Participate in client conference calls, client meetings regarding all operational aspects of the designated client program
  • Direct involvement in recruitment, interviews, training and ongoing skills development for all direct and indirect reports
  • Ensures appropriate staffing levels based on forecasted demand or predetermined staffing requirements
  • Apply a process of continuous review and proactive management of absenteeism and attrition across all teams; taking appropriate action where necessary
  • Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded
  • Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
  • Participate in formal quarterly performance reviews with executive leadership teams; both internally and directly with the customer


Requirements
  • 3+ years previous management experience with a demonstrated ability to manage client relations
  • 5+ years working in a call center or similar technical support environment is required
  • Bachelors degree or equivalent work experience
  • Strong knowledge base in technical support of information systems products and services
  • Understanding of KPIs including client, employee and business implications
  • Willing and able to work a any shift as needed to direct overall performance


3+ years previous management experience with a demonstrated ability to manage client relations 5+ years working in a call center or similar technical support environment is required Bachelor\'s degree or equivalent work experience Strong knowledge base in technical support of information systems products and services Understanding of KPI\'s including client, employee and business implications Willing and able to work a any shift as needed to direct overall performance