1- Internal Process:
- Liaise with other functions (Administration, Quality, WFM, Command Centre, Finance, HR/Recruitment etc.) to achieve commonly aligned goals.
- Continuously monitor, analyse and improve current processes and initiate business improvement plans to enhance operational efficiency with focus on all matrices.
- Effectively manage operations to achieve the assigned targets.
- Expand the size of assigned accounts by ensuring client delight through sustained operational performance.
- Work on a plan to achieve business growth targets set by the organization.
- Responsible for solving all operational issues.
2- people Management
- Create a work environment that motivates high performance, recognizes and rewards individual and team excellence; and encourages employee loyalty and development opportunities for the team.
- Retain and develop potential talents contributing to better service delivery and improving operations.
- Focus on development of the team and the operations.
- Conduct performance appraisals for direct reports.
- Be involved in recruiting new team members.
- Identify successors of account supervisors and team leaders and work on their development.
3- Client Management:
- Establish and maintain strong client relationships.
- Create and adhere to a process to continuously understand and review client requirements and changes periodically and align operations to best suit client needs
Bachelor's degree.Travel experience/OTA (Online Travel & Accommodation) account.Excellent command of Arabic and English (oral/written), any second language is a plus.8+ years’ experience with a minimum of 3 years’ experience in the Call Centre industry.People management experience is a must (for at least 3 performance cycles for large teams).Practical background in Contact Center processes.IT Skills: Very Good knowledge of Windows operating environment, MS - Word, Excel & PowerPoint.Financial background is a must.