Operations Manager

5 months ago


مصر, Egypt IntouchCX Full time

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will
- Ensure proper planning, staffing and direction of the operational functions
- Manage and supervise teams
- Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
- Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
- Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
- Develop customized reporting to measure and track operational statistics, data and results
- Develop solutions to improve business performance and partner success
- Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues
- Motivate teams through relationship building and real-time coaching
- Develop and deploy incentive programs to motivate employees to achieve desired outcomes
- Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team
- Collaborate with other departments within the organization (HR, IT, etc) to resolve issues
- Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

As Operations Manager, You Have
- Completion of post-secondary education (a major in Business or Commerce will be considered an asset)
- A minimum of 5 years of experience in the contact center industry
- At least 3 years of experience in an Operations Management role overseeing front-line employees
- Bilingual in both French and English is highly preferred
- Experience in client relationship management and employee development/coaching
- Experience dealing with escalated issues in a contact center capacity
- The ability to successfully work across cross-functional teams
- A positive work ethic and commitment to achieve the best possible outcomes
- The passion to be a role model that exemplifies our 10 Things (cultural values)
- Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
- Excellent communication skills; listening, verbal and written
- Ability to assess the “big picture” and draw connections between inputs and outputs
- Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
- Ability to type 30 WPM with accuracy
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred


  • Operations Manager

    5 months ago


    مصر, Egypt Trukker Full time

    TruKKer is Middle East’s 1st and largest on-demand truck aggregator. TruKKer is transforming the fragmented logistics market to make it standardized, transparent and efficient by leveraging the power of technology. We are driving adaptation of technology at the lowest levels of business i.e the drivers. We are the front runners of introducing technology to...


  • مصر, Egypt HSBC Full time

    -Job description A dynamic, fast paced role in the Corporate Services (CS) team responsible for Operational Management (OM) that requires technical expertise, leadership, excellent stakeholder management and communication. The OM team will drive continuous improvement across the CS structure in areas such as Governance and Risk Control Operations, Change...

  • Operations Manager

    6 months ago


    مصر, Egypt London International Patient Services Full time

    Managing the Cairo Operations Department and overseeing the day-to-day operations of the department. - Ensuring compliance with policies and procedures, and excellence in customer service. - Approving training scope and materials for the department. - Performance management; establishing and monitoring objectives and key performance indicators and conducting...

  • Operation Manager

    4 months ago


    مصر, Egypt Egyptian Engineering&Scientific Services Full time

    EESS, a leading provider of calibration and validation services, is seeking a highly motivated and results-oriented Sales Manager to join our growing team. You will be responsible for developing and executing sales strategies to drive revenue growth for our calibration and validation services across various industries. **Responsibilities**: Manage and...

  • Operation Manager

    4 months ago


    مصر, Egypt Harsco Environmental Full time

    **Company Description** **Job Description** Job Purpose**: - Directs and supervises operation and subcontractor workforce in operation all activities for equipment used in production or for rental on plant site locations. Ensures that daily production quantities are met. direct supervision of multiple employees in a large, multi-faceted environment, which...

  • Operations Manager

    5 months ago


    مصر, Egypt Souq.com for E-Commerce LLC Full time

    3+ years of employee and performance management experience - 3+ years of performance metrics, process improvement or lean techniques experience - Bachelor's degree or equivalent - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays Amazon Worldwide Operations is the underlying fulfillment and customer service engine that...

  • Operations Manager

    5 months ago


    مصر, Egypt Arpu Telecommunication Services Full time

    Leading and coaching high-performing operations’ team, fostering a culture of innovation, collaboration, and accountability. - Develop and implement strategic initiatives to enhance operational efficiency, streamline workflows, and enhance service delivery. - Monitor key performance indicators (KPIs) and operational metrics to track performance and...

  • Operations Manager

    7 months ago


    مصر, Egypt Staff Arabia Full time

    Excellent Vacancies in Egypt Our client, is one of the leading Italian contracting companies in oil and gas and energy requires the following positions in its project in Egypt: - Operations Manager **Main Job requirements**: - preferably have experience in power plants (combined cycle)


  • مصر, Egypt Savills Middle East Full time

    **The Role** A full time Senior Operations Manager focusing on the management of the property’s operational aspects within the Property and Facilities Management department. **Key Responsibilities** - Coordinate and manage all activities of the operational subcontractors (security, cleaning, fire, pest control, landscaping) - Cooperate with other...


  • مصر, Egypt Ericsson Full time

    **Join our Team**: **About this opportunity** We are looking for Operation Assurance Manager to be responsible for the financial and operational and delivery performance of the Operations Assurance and Broadcast Operations assignments within a Managed Services Deal. Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the...


  • مصر, Egypt Ericsson Full time

    **About this opportunity** We are looking for Operation Assurance manager to be responsible for the financial and operational and delivery performance of the Operations Assurance and Broadcast Operations assignments within a Managed Services Deal. Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of...

  • Operations Manager

    5 months ago


    مصر, Egypt Dubizzle MENA Full time

    As an Operations Manager, you will be responsible for owning the performance of Dubizzle cars Branch operations, Home inspections, Logistics, Inventory management & Transfers across Egypt. You will partner with cross-functional teams to lead operational process improvement ensuring best practices and creating the blueprint for standardised processes and...


  • مصر, Egypt Mrsool Full time

    Overview: The Vendor Operations Manager will play a critical role in enhancing the operational efficiency of our restaurant partners and optimizing the riders' waiting time at restaurants for order pickups. This role requires a strategic and analytical thinker with excellent communication and relationship-building skills. The Vendor Operations Manager will...


  • مصر, Egypt Integrant Full time

    We are seeking an experienced Network Operations Manager to lead our team of professionals in planning, engineering, and operations of network and/or telecommunications systems. As a Network Operations Manager, you will play a crucial role in ensuring the operational security and readiness of the network infrastructure and the entire end-to-end service...

  • Operations Manager

    4 months ago


    مصر, Egypt Orange Business Full time

    **About the role**: - Share experience and knowledge within the team by providing day-to-day guidance and coaching - Act as the level 1 escalation point for the team - Responsible with the management to monitor team performance in technical and non - technical aspects throughout the half - Perform regular analysis of the team’s work through daily reviews...


  • مصر, Egypt Top Business Human Resources Full time

    Responsibility: - Lead the Site Operations team in the UAE Regions, setting objectives, managing performance, and fostering development. - You'll provide strategic inputs for the overall Site Operations strategy aligned with the company objectives of the UAE business unit strategy. - Participation in budgeting processes and monitoring financial...


  • مصر, Egypt Ericsson Full time

    **About this opportunity** You'll be responsible for the handling Operations and Optimization for different Technologies of a different Vendor. Operational Management for the end-to-end operations activity’s delivery (1st level assurance, 2nd level assurance, Service & Resource Fulfillment, and service desk. **What you will do** - To ensure that all...


  • مصر, Egypt SITA Switzerland Sarl Full time

    Overview: **_ WELCOME TO SITA_** **Ready to redefine air travel? The journey starts here, with you at SITA.** **_ ABOUT THE ROLE & TEAM:_** - As Manager Service Operations your main responsibility is to ensure SITA's competitive strength and business growth through the provision of the highest quality technical Service Operations to SITA customers, perform...


  • مصر, Egypt Staff Arabia Full time

    An international chain of Restaurants specialized in Italian food based in KSA is currently hiring the following position: **Brand Operations Manager** **Responsibilities**: - Directing the customer facing operations of a nominated brand to meet strategic growth, sales, profitability and operational standards targets. - Leading and developing a team of...


  • مصر, Egypt Staff Arabia Full time

    A Great job Vacancy in KSA, A medical equipment company in the field E.N.T / hearing aids is hiring immediately ; 1-Sales & Operations Manager: Main Job Requirements: - Minimum of Bachelor Degree. - Minimum 12 years of experience in medical sales & operations including 5 years in hearing health care (Managerial level) - Fluent English & Arabic. Job...