Senior Operations Manager
Foundever · Cairo, Egypt · On site · 11 days ago
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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
Summary of Primary Job Responsibilities:
To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPI’s across the Client.
. Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
Line management responsibility for Client Operations Managers.
Ensure CLOE metrics are consistently achieved and appropriate actions taken to address any shortfall.
Undertake formal quarterly performance reviews and 1:1 meetings with direct reports against KPI’s.
Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
Management of any campaign migration or new business implementation for the Client.
Long Description
Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
Preparing, analyzing and presenting data to the client as part of monthly performance reviews.
Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
Ensure integrity and accuracy of financial reporting and analysis on client level
Ensure budgeted revenue and EBITDA is achieved, by ensuring client is invoiced for all ’billed hours’.
Ensure team members are recruited on time and with appropriate skills, and aligned with client forecast, ensuring absenteeism and attrition are managed to maximize EBITDA contribution.
Long Description
To ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded.
Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
Co-ordination of responses to any client change control requests.
Ensure call monitoring is undertaken in line with CLOE and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
Management of any client escalations relating to the Operational team’s performance.
Short Description
Requirements:
English Proficiency of C1, with a second language being a plus.
7 - 10 years of experience in the call center industry.
Proven 3 -year experience as an operations Manager or equivalent title is a must
US Account Experience – Strong background in handling U.S.-based clients, understanding cultural nuances, SLAs, and compliance requirements is a MUST
Multi-Team Management – Experience managing multiple teams and operations managers (overseeing at least 300 to 500 FTEs).
P&L and Financial Acumen – Proven track record of managing budgets, revenue, and operational costs to maximize profitability.
Client & Stakeholder Management – Experience in client negotiations, QBRs, and strategic partnerships.
Six Sigma (Green Belt or Black Belt)
Lean Management
Outliers Management Certification
PMP (Project Management Professional)
COPC Certification
- Employer
- Foundever
- Location
- Cairo, Egypt · On site