We are seeking a results-driven Operations Manager in Assiut - Egypt to oversee the daily performance of chat LOB within the call center. This role involves managing a team of Supervisors, who in turn lead Team Leaders and front-line agents. The Operations Manager will be accountable for ensuring service excellence, meeting client KPIs, and maintaining clear, professional communication with the client.
Key Responsibilities:
- Lead and manage the performance of Supervisors, ensuring effective oversight of Team Leaders and frontline agents.
- Ensure adherence to client Service Level Agreements, performance metrics, and quality standards.
- Serve as the primary operational point of contact for the client, providing regular updates, reports, and action plans.
- Conduct regular business reviews and performance analysis with clients and internal stakeholders.
- Drive continuous improvement initiatives to enhance productivity, customer experience, and employee engagement.
- Collaborate with Workforce Management, Quality, Training, and HR to support staffing, coaching, and development plans.
- Handle escalations and provide quick, effective resolutions while maintaining a high level of client satisfaction.
- Monitor chat interactions for quality assurance and ensure compliance with company and client policies.
- Prepare and present performance reports, including actionable insights and recommendations.
- Foster a performance-driven culture through mentorship, coaching, and performance management.
Qualifications
- Experience in a similar role
- Proficiency with Microsoft Office
- Strong organizational and communication skills
- Strong ability to multitask
- Comfort working with multiple groups within business
