Job Position: Operations Manager Required for Banking Associated in Sharjah
Job Description: Sharjah – Operations Manager Required for Banking Associated in Sharjah Our client, a local company is looking to hire an Operations Manager to manage their contact center operations located in Sharjah. Job Responsibilities Manage overall SLA’s, personnel, performance & discipline in the assigned area. Ability to handle a team of around 50 members / per SPOC ratios. Establishing and monitoring clear management control, business communication and administrative procedures with the operations team to ensure successful delivery. Share valuable insight and deliver Customer Experience improvement solutions to the client organization. Responsible for overall program performance and achievement of objectives at the site level Provide site operational strategic direction by leading the development and implementation in alignment with the client strategy. Responsible for verifying the site program is performing key business processes that are critical to delivering the products and services that meet the expectations of end users and clients Analyze data gathered from multiple touch points (e.g. contact center metrics, transaction monitoring, end user satisfaction surveys) to develop solutions on process changes / improvements to the Customer Experience Develop and implement corrective action plans to improve areas of deficient performance Manage site level budget requirements based on assigned program Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates Ensure that all audit related issues are brought to a close. Identify and drive continuous improvements and initiatives in process. Coach & mentor Team lead so that they are able to manage their teams better. Hiring of leads and managers, training, inductions, employee & client satisfaction scor…see more details
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