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Responsibilities
- Act as escalations point of contact with the client and proactively maintain regular engagement with key contacts to align with the client's expectations and promote company growth.
- Oversee, analyze, and evaluate all aspects of operations policies, procedures, and initiatives.
- Work closely with other heads of departments to operationally ensure alignment with internal procedures and requirements and improve efficiency.
- Planned, directed, forecasted, and monitored the budget and cost of sales in each division to achieve financial objectives.
- Present company image to employees, customers, and community positively.
- Direct, motivate, and inspire the relevant Webhelp 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 evaluations for team members and oversee all operations performance evaluations and feedback.
- Set plans to overcome industry challenges and seek opportunities internally and externally.
- Direct system implementations that capture and report service metrics.
- Manage operations related to 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.
- Responsible for the financial performance of the Operations department by managing departmental budgets, forecasting revenues and expenses, ensuring that the department is operating within its budget, and communicating financial information to the company's senior management and board of directors.
- Responsible for the overall satisfaction and well-being of the employees within the 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.
- Perform other job-related responsibilities as assigned by the direct manager.
Qualifications
- At least 10 Years of Experience in a related field.
- Proficiency in English Language (C1).
- Previous operational success in the contact center/outsourcing industry.
- Senior-level experience in strategy development and implementation, operational management, business/service development, and delivery of financial results.
- A high level of expertise in client partnership, working to maximize business growth and development opportunities.
- Exceptional commercial awareness and contract negotiation with clients.
- Proficiency in Project management.
- Deep Audit Knowledge.
- Deep commercial knowledge and a thorough understanding of the competitive environment.
- Proficiency in Microsoft Office packages.
- Applicable Power BI Knowledge.
Required Skills
- Financial Analysis
- Negotiation
- Interpersonal Skills
- Operating Systems
- Financial Skills
- Communication Skills
- Leadership Skills
- Customer Service
- Operational Management
Job Details
- Location Amman - Jordan
- Industry Administration & Customer Services
- Job Type Full-Time
- Degree Bachelor
- Experience 10 - 15
- Nationality Unspecified
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