Call Centre Operations Manager

ABOUT US
As a leader in luxury retail in the Middle East, Al Tayer Groups retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

ABOUT THE ROLE

As a Call Center Operations Manager, you are responsible for overseeing the day-to-day operations of the call center, including the management of call center supervisors. This role involves coordinating and supervising the activities of the call center team to ensure efficient operations, exceptional customer service, and attainment of performance targets. By providing leadership, guidance, and support to call center supervisors, the Operations Manager plays a pivotal role in driving performance improvements and maintaining high standards of service delivery.

WHAT YOU’LL BE DOING

Strategic Roles and Responsibilities

• Lead the department in the day to day business ensuring highly skilled, motivated teams deliver excellence in all aspects of the customer experience
• Identify key areas of improvements and partner with Head of customer care to implement technology enhancements
• Improve efficiency with capacity planning
• You’ll contribute to medium to longer-term planning, including the budgeting process and team resource planning, ensuring resources are in place and operating effectively to meet business goals.
• Support with key projects for Customer Care ensuring they are communicated and embedded in line with the strategic direction of the business
• Lead the customer service recruitment and assessment processes to ensure the right people are recruited.

Functional Roles and Responsibilities:

• Managing call center operations, including recruitment, training, performance evaluation, and coaching to ensure effective leadership and performance management within the call center.
• Collaborating with other departments to align call center operations with organizational objectives, share best practices, and implement integrated solutions.
• Managing call center SLAs and channels availability.
• Proper management of escalated cases related to the team, customers, or stakeholders.
• Setting clear performance targets and KPIs for call center supervisors, monitoring performance metrics, and providing feedback and support to ensure that performance goals are met or exceeded.
• Initiate ideas to incentivize and reward the team, both ongoing and on a one-off basis
• Review and support CX provided action points where needed in the call center.
• Manage call center workforce planning and shift schedules ensuring coverage at all times including peak hours, outages, and shortage planning.
• Responsible for implementing new working processes, ensuring all performance and productivity issues are addressed immediately and on priority within the customer care team
• Maximize team morale and motivation levels to foster a team culture that is receptive to change and improvement
• Ensure team engagement with the brands through ongoing product knowledge and awareness of business initiatives and objectives
• Prepares daily, weekly and/or monthly reports as needed/required.
• Report and monitor compensation activity in accordance with company policy.
• Managing outsourced operations including invoices, performance, and communication, ensuring they are performing as required.
• Work with quality supervisor to retain dissatisfied customers and implement a performance management/coaching plan.
• Monitoring and reporting unexpected internal challenges such as technical outages, seating issues, and external challenges such as challenges reported by logistics, trades, stores..etc. ensuring they are reported and resolved based on their urgency.

People Management Roles and Responsibilities:

• You’ll have experience of leading multi-territory teams, with a proven track record of exceeding performance targets.
• You’ll be a natural leader with experience of people management, coaching and developing a team to build a high-performance culture.
• You’ll have a strategic mind-set with an ability to devise an operational plan.
• You’ll be a problem solver with an ability to turn a challenge into a solution to maximize opportunity.
• You’ll have strong computer literacy and an understanding of the digital world.
• Data driven

ABOUT YOU

You will need to have the following skills, experience and knowledge to be successful:

• Bachelors Degree in any discipline
• Minimum 5-7 years of call center experience with at least 3 years’ experience managing call center teams
• Excellent analytical and critical thinking skills.
• Ability to drive strategic initiates to enhance efficiency, customer experience, and effectiveness
• Excellent team management, planning, and execution skills
• Proactive, collaborative and consultative
• Excellent presentation and communication skills both written and verbal. Arabic language is preferred.
• Strong Leadership and Interpersonal skills
• Customer Focus and Result Driven.

Additional Requirements

• Self-motivated and proactive
• Has integrity, instils trust, and leads by example.
• Understanding of process improvement in an agile manner
• Able to work under pressures and to strict deadlines.
• Ability to simplify complex environments and work with ambiguity.
• Applies a good level of emotional maturity in their role.
• Reliable team player who will contribute their knowledge and experience into a team environment.
• Organized and methodical.