Head of Operational Excellence

8 months ago

مصر, Egypt Property Finder Full time

Property Finder is the leading digital real estate platform in the Middle East and North Africa region. A UAE-born startup, Property Finder expanded its operations to Qatar, Bahrain, Saudi Arabia, and Egypt over the years. Recently, it acquired a significant stake in Zingat in Turkey. The company is one of the largest technology start-ups in the region and on a journey to becoming a Unicorn. We are aspiring to create a lighthouse technology company which will have a lasting impact in the entire tech ecosystem in our geography.

**Role Summary**:
The Head of Operational Excellence oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs, designs training programs, and identifies process enhancements to improve the customer experience proactively.

Key **responsibilities**:

- 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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