Associate Director - Operations (Egypt)

• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results

• Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength

• Drive continuous operating improvements and quality performance of site metrics such as quality, CSAT, client satisfaction, productivity, staffing, training, attrition, and costs

• Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand

• Drive recruitment, selection, and retention of highly qualified internal and external candidates

• Manage department resources and provide leadership to ensure that production and quality work meets company goals

• Actively support growth and expansion initiatives, proactively work with existing and new clients, manage expectations, and align them with overall business goals

• Participate with cross-functional departments in strategic decisions designed to meet quality and service goals

• Identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

• Set plans to overcome industry challenges and seek opportunities internally and externally.

• Direct system implementations that capture and report service metrics.

• Support designing, building and implementation of new new business

• Responsible for the financial performance by managing departmental budgets and costs, forecasting revenues and expenses, ensuring that the department is operating within its budget, and communicating financial information to the company's senior management

• Responsible for the overall satisfaction and well-being of the employees within Operations department by setting policies and programs that support employee engagement, development, and retention, and creating a positive work environment.

• Identify and solve any escalated issues that may negatively impact customer satisfaction and collaborate with other departments to ensure customers receive a consistent, high-quality experience.

• Facing local/global clients from a senior leadership perspective to manage their expectation and fulfill our promise as best in class service

• Support technology and innovation driven service approach

• Perform other job-related and responsibilities as assigned by direct manager.

Core Competencies

• Act as escalations point of contact with the client and proactively maintain regular engagement with key contacts to align with the client expectations and promote company growth.

• Oversee, analyze, and evaluate all aspects of operations policies, procedures and initiatives.

• Present company image to employees, customers, and community positively.

• Direct, motivate and inspire the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction.

• Manage succession planning in partnership with talent management to ensure key roles are filled and individual talent is recognized.

• Conduct performance evaluation for team members and oversee all operations performance evaluations and feedbacks.

• Manage operations related direct and indirect resource decision making and planning.

• Establish quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement and develop service level standard.

Interpersonal Competencies

• Cultural Awareness

• Client relationship management  

• Conflict Management

• Growth focus

• Result Focus

• Analytical Skills

• Negotiation & Persuasion

• Financial Awareness

• Presentation Skills

• Leadership Skills

Candidate Criteria:

8-10 years' experience managing large, scaled teams in BPO industry

Corp Experience

Ability managing multiple global clients