Operations Manager - US Experience

Req ID#: 405554

Cairo, Cairo, Egypt, EG

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Job Description:
About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Primary Job Responsibilities

Operations Management

Establish and maintain business standards for accuracy, productivity, and reliability.

Manage the daily functions of the business.

Prepare annual performance review and reevaluate processes.

Meet contract service key performance measures.

Ensure regulatory, compliance, and legal rules are followed.

Manage budget to align with goals of business.

Manage the relationship with WFM for optimum utilization of resources.

Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions.

People Management

A role model for the team.

Set key performance indicators for the team.

Monitor performance and implement performance management tools to ensure continuous feedback (one-ones, performance dialogue).

Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role.

Set and supervise development plans for teams & individuals.

Improve team productivity period over period.

Set team & individual targets.

Manage team attrition to acceptable levels.

Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with Human Resources.

Maintain team technical proficiency and productivity, and provide technical training where required.

Set SMART goals and targets for the planning teams and ensure their alignment and integrity with strategic directions of the departments.

Identify required resources and skill sets/competencies required to carry out successfully unit plans.

Balance and monitor the workload distribution to match the business needs and team capabilities.

Promote cross-training and knowledge share between the team members and prepare professional development action plan for team members.

Provide formal and informal performance feedback on an ongoing basis.

Customer Management & Support.

Maintain and enhance the company’s standards of customer service.

Use all available measures to push continuous improvement to high customer satisfaction level.

Map operations processes to customer satisfaction indicators.

Ensure operations are compliant with regulatory requirements, check periodically for updates.

Requirements:
English Proficiency of C1, with a second language being a plus.

Advanced knowledge of Microsoft Office applications (Word, Excel, PowerPoint, MS Project).

5 years of experience in the call center industry.

Proven 1-2 year experience as an Operations Manager or equivalent title is a must for a US account.

Previous project management experience is a plus.

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