Senior Operations Lead

2 weeks ago


Al Fujairah City, Fujairah, United Arab Emirates So eatary Full time
Job Description

In this role, you will be responsible for leading operations teams, including Operation Managers and Team Leads, to foster a high-performance culture. You will also be responsible for delivering exceptional client service, driving business growth, and enhancing operational efficiency.

Key Responsibilities
  1. Deliver Exceptional Client Service: Ensure services meet key contractual Service Level Agreements (SLAs) and manage day-to-day client relationships.
  2. Strategic Growth: Grow the account to increase revenue for the organization and enhance profitability by managing and improving the account's financial performance.
  3. Operations Excellence: Oversee Workforce Management (WFM), Training, and other shared services to optimize account performance.
  4. Leadership: Lead employee career planning and attrition management within your span of control.
  5. Process Improvement: Pursue continuous service delivery improvement through Process Improvement Initiatives.
  6. Financial Acumen: Demonstrate expertise in the contact center/outsourcing space with hands-on experience and hold a Senior Manager role (minimum 100 team members).
  7. Collaboration: Collaborate with the Senior Management Team to enhance performance, service quality, processes, and information flow.
Requirements
  • Leadership Skills: Strong leadership skills with the ability to lead operations teams.
  • Financial Management: Excellent financial management skills, including an understanding of Profit and Loss statements.
  • Customer Focus: Embody customer-centric values and possess excellent client management skills.
  • Communication: Strong communication and interpersonal skills.

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