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Operations Manager

30+ days ago 2026/04/08
Other Business Support Services
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Job description

Job Scope:

Plan, organize, control and implement call center strategies and operations; improving systems and processes; and managing staff.

Main Responsibilities:
  • Responsible for the daily running and management of the center through the effective use of resources. 
  • Setting and meeting performance targets for speed, efficiency, sales and quality.
  • Develop with the HR, performance evaluation schemes, motivate and retain them by coordinating bonus, reward and
  • incentive schemes.
  • Drive operations and mentor Team Leaders and supervisors and improvise on their growth plans.
  • Review Operational Metrics, Monitor statistics, and performance levels of the center.
  • Ensure that all staff members are following the center's regulations and procedures.
  • Provide coaching and leadership to team leaders and supervisors.
  • Develop and implement international standards and best practice.
  • Communicate with supervisors on a daily basis.
  • Collaborate with client to manage attrition.
  • Responsible for Attrition and account performance.

RequirementsQualifications & Skills:

  • Very strong team leadership and motivation. 
  • Time management skills.
  • Handle problems quickly and efficiently.
  • Depth knowledge in contact center KPI.
  • Microsoft office (Microsoft Word, excel, Outlook and PowerPoint).
  • Team spirit, an outspoken team player.
  • Ability to work with numbers and very hands on resource with excellent people management and motivation skills.
  • Ability to work under pressure.
  • Patience.
  • Strong verbal and written communication skills in both Arabic and English Language.
Minimum Requirements:

  • Master /Bachelor's degree in Marketing or any majors related to such position.
  • Customer Relation Management ,PMP Certificate, Operations Management Training, or any other training will be a strong plus.
  • 7+ years of experience.

This job post has been translated by AI and may contain minor differences or errors.
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