Responsibilities
Leading and managing 3-4 direct reports and 300+indirect reports.
Diving into data to identify the root of a problem and solving it (no matter how large or small the scale).
Managing workflow, escalations and effectively delegating across your leadership team.
Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment.
Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent.
Being prepared to jump on a call and present to senior leadership at a moment’s notice.
Experience interviewing and selecting people who will maintain a high performance bar in our company.
As a leader of leaders understands how to nurture and develop leadership skills.
Strong listening skills.
Positive communicator who understands when necessary how to have tough conversations.
Knows and communicates the company mission, vision and strategy.
Ability to confidently facilitate team discussions and communicate business messages.
Maintains a high level of professionalism and approach-ability.
Understands and owns the controllable elements of service level delivery
Ability to use data and insights to prepare metric reviews
Creates operational plans to support peak ramp up and down as well as readiness for business launches.
Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes.
Builds plans to test and experiment new approaches to service delivery
Continuous Improvement.
Leads and participates in Kaizen events to improve the customer and associate experience.
Uses data to identify areas of ongoing improvement in how service is delivered.
Basic Qualifications
Bachelor’s degree from an accredited university.
5+ years people management experience.
Project management experience.
Experience managing large teams of 300+ reports including leadership roles.
Fluent English (Conversation and Writing).
Uses data to identify areas of ongoing improvement in how service is delivered.
Ensure processes are in place for continuous improvement and foster innovation on your teams and on a virtual basis.
Acts as the operational representative for business teams to understand voice of the customer.
Preferred Qualifications
Master’s degree or MBA.
Lean/Six Sigma experience.
Experience in contact center, retail, or e-commerce operations.
Strong communication and presentation skills.
Absolute passion for ensuring a great customer experience.
Ability to work in an ambiguous, fast paced environment.
Data analysis and analysis experience.
Ability to communicate in multiple languages is highly preferred.
المهارات المطلوبة
خدمة العملاء
كتابة التقارير
Project Management
Operational Management
تفاصيل الوظيفة
الموقع عمان - الأردن
القطاع
أخرى
نوع الوظيفة دوام كامل
الدرجة العلمية بكالوريوس
الخبرات 7 - 10
الجنسية
غير محدد
سجلي الدخول للتقدم