contact center manager

Concentrix

<div>
 Job Title:
 
 
 Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)
 
 
 
 Job Description
 
 
 
 The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
 
 
 
 Essential Functions/Core Responsibilities
 
 
 
 <ul>
 <li>
 Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
 </li>
 <li>
 Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
 </li>
 <li>
 Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization&rsquo;s policies and applicable legal requirements
 </li>
 <li>
 Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
 </li>
 <li>
 Create and maximize relationships with client partners
 </li>
 <li>
 Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
 </li>
 <li>
 Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
 </li>
 <li>
 Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
 </li>
 <li>
 Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
 </li>
 <li>
 Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
 </li>
 <li>
 Attend business reviews with the client
 </li>
 <li>
 Handle a team of team leaders
 
 
 </li>
 </ul>
 Candidate Profile
 
 
 <ul>
 <li>
 Bachelor Degree in related field with more than 3 years of experience.
 </li>
 <li>
 Call center experience within real estate sector preferred
 </li>
 <li>
 Bilingual English (B2 + level ) and Arabic speaker .
 </li>
 <li>
 Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
 </li>
 <li>
 Work well under pressure and follow through on items to completion while maintaining professional demeanor
 </li>
 <li>
 Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
 </li>
 <li>
 Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
 </li>
 <li>
 Demonstrated ability to mentor, coach and provide direction to a team of employees
 </li>
 <li>
 Willingness to work a flexible schedule
 
 
 </li>
 </ul>
 Career Framework Role
 
 
 Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.
 
 
 Disclaimer
 
 
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 
 
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 
 
 Location:
 
 
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 
 
 Language Requirements:
 
 
 Time Type:
 
 
 
 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
 
 
 
 
 R1581852
 
</div>

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

Marriott International

<div>Additional Information 
Job Number25179411 
Job CategoryReservations 
LocationMiddle East GSO, Emaar Square 6, Dubai, United Arab Emirates, United Arab Emirates 
ScheduleFull Time 
Located Remotely?N 
Position Type Management<div> 
Position Summary 
The Site Leader holds full responsibility for the overall performance, leadership, and strategic direction of the contact center. This role partners closely with the Leadership Team to deliver strong performance in areas such as sales, guest and associate satisfaction, revenue generation, financial management, and operations. As a key business leader, the Site Leader cultivates strong relationships with properties, regional teams, and owners, serving as the principal interface for hotel partners.
Key Responsibilities
Operational Leadership<ul>
<li>Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.</li>
<li>Ensure effective financial performance of the center.</li>
<li>Drive overall guest and associate satisfaction across the operation.</li>
<li>Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.</li>
<li>Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.</li>
<li>Coordinate internal planning and leadership of all aspects of center operations.</li>
<li>Support administration of policies, procedures, systems, and compliance with safety standards.</li></ul>
Sales and Revenue Generation<ul>
<li>Drive achievement of call center sales goals including conversion rates and revenue per call.</li>
<li>Participate in the sales process and build relationships with key customers and property partners.</li>
<li>Identify and implement cross-selling and upselling strategies to enhance performance.</li>
<li>Benchmark center metrics against &quot;best in class&quot; standards and adopt best practices.</li></ul>
Leadership and Team Management<ul>
<li>Lead and support a team of managers and associates with a focus on career development.</li>
<li>Foster a culture of service excellence and accountability.</li>
<li>Provide coaching, mentorship, and recognition to drive strong performance.</li>
<li>Support cross-functional collaboration with other contact centers and departments.</li>
<li>Maintain consistent communication with leadership and team members.</li>
<li>Lead regular departmental meetings and implement performance feedback mechanisms.</li></ul>
Quality, Compliance &amp; Safety<ul>
<li>Oversee site safety and cleanliness in line with ergonomic and emergency policies.</li>
<li>Ensure the contact center is compliant with all Marriott standards and local laws.</li>
<li>Actively participate in quality improvement efforts and associate engagement initiatives.</li>
<li>Monitor and resolve payroll, attendance, and scheduling concerns.</li>
<li>Promote a professional and positive work environment.</li></ul>
Stakeholder Management<ul>
<li>Serve as liaison to senior leadership, owner relations, and property teams.</li>
<li>Champion strong communication, alignment, and transparency across teams.</li>
<li>Represent the center on global and regional initiatives, meetings, and programs.</li>
<li>Support other duties as assigned by the Area Director of Operations EMEA/CALA.</li></ul>
Candidate Profile
Required Experience &amp; Skills<ul>
<li>Minimum 12 months of experience in a customer service or sales environment.</li>
<li>12&ndash;18 months of supervisory or management experience preferred.</li>
<li>Demonstrated leadership experience with a track record of team development.</li>
<li>College degree preferred.</li>
<li>Proven ability to lead in a dynamic, fast-paced environment.</li>
<li>Strong written and verbal communication skills.</li>
<li>Working knowledge of Microsoft Office, reservations systems, and reporting tools.</li>
<li>Comfortable presenting to large groups and executive leadership.</li>
<li>Analytical mindset with ability to interpret financial reports and center metrics.</li>
<li>Proven success with performance improvement and change management.</li></ul>
Preferred Qualifications<ul>
<li>Experience in a hospitality contact center or reservations environment.</li>
<li>Familiarity with Marriott brands and systems.</li>
<li>Fluency in English; additional language(s) a plus.</li></ul>
Critical Competencies<ul>
<li>Leadership &amp; People Development</li>
<li>Sales &amp; Revenue Optimization</li>
<li>Stakeholder Relationship Management</li>
<li>Communication &amp; Conflict Resolution</li>
<li>Operational Execution &amp; Planning</li>
<li>Organizational Learning &amp; Technical Expertise</li></ul>
Why Join Marriott International? 
At Marriott, you join a global community dedicated to creating exceptional guest experiences. As Site Leader, you will have the opportunity to shape the performance of a dynamic contact center team and contribute to our culture of excellence, service, and growth. We offer industry-leading benefits, global career opportunities, and a platform to make an impact across our family of 30+ hotel brands in over 8,000 locations worldwide.
Marriott International has been recognized as one of Fortune&rsquo;s 100 Best Companies to Work For&trade; in Europe 2025 by Great Place to Work&reg;. This a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.
If you're ready to lead with purpose, drive high performance, and build strong connections in a global organization, we invite you to apply today.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International is the world&rsquo;s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.</div></div>

Site Leader CEC Dubai

The American University in Cairo

<div>
 
 
 Reports to:
 
 Associate Director, Scheduling and Student Services
 
 
 
 
 
 
 Purpose:
 
 
 
 The Manager, Contact Center is responsible for leading and managing all integrated contact center operations at the School of Continuing Education (SCE). Under the supervision of the Associate Director, Enrollment Services, the Contact Center Manager oversees inbound and outbound communication channels, ensuring that prospective and current learners receive accurate, timely, and high-quality information and support. The role plays a strategic function in aligning enrollment, instructional affairs, and outreach activities to deliver a seamless and uni&filig;ed service experience.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 Operations Management:
 
 <ul>
 <li>
 Oversee all inbound and outbound communications, such as calls, emails, online inquiries, and outreach campaigns, to ensure accurate, timely, and customer-focused responses regarding SCE programs, eligibility, resources, policies, and procedures
 </li>
 <li>
 Manage and update Interactive Voice Response (IVR) content in coordination with the University telecommunication office
 </li>
 <li>
 Ensure business processes and documentation are regularly updated to re&fllig;ect best practices and organizational changes
 </li>
 </ul>
 
 Team Supervision and Development:
 
 <ul>
 <li>
 Supervise and coach contact center staff to ensure they are fully informed of SCE programs, new offerings, marketing campaigns, and outreach initiatives
 </li>
 <li>
 Conduct performance evaluations, provide regular feedback, and develop targeted training plans to enhance service quality and staff capabilities
 </li>
 <li>
 Plan and allocate work schedules to ensure adequate coverage during operational hours, peak periods, and staff absences; coordinate overtime as needed
 </li>
 </ul>
 
 Collaboration and Coordination:
 
 <ul>
 <li>
 Coordinate with internal stakeholders, including admissions, registration, IT and certi&filig;cation, marketing, and outreach teams, to ensure consistent messaging and efficient case resolution
 </li>
 <li>
 Collaborate with the web and online communication officer to ensure course and program information is accurate and regularly updated on digital platforms
 </li>
 <li>
 Work with other SCE offices to develop communication templates, email noti&filig;cations, and outreach materials aligned with new program launches and campaigns
 </li>
 <li>
 Strengthen coordination between departments to gather program information and address troubleshooting effectively
 </li>
 </ul>
 
 Service Quality and Reporting:
 
 <ul>
 <li>
 Monitor and analyze service performance metrics, preparing regular reports on call volume, response times, resolution rates, and customer satisfaction to support continuous improvement
 </li>
 <li>
 Act as the key liaison for problem resolution for students, faculty, and external partners, ensuring a positive service experience
 </li>
 <li>
 Ensure compliance with university regulations, including FERPA and data privacy standards, in all communications and data handling
 </li>
 </ul>
 
 Learner Engagement:
 
 <ul>
 <li>
 Coordinate and support outbound communication campaigns targeting prospective learners, returning students, companies, and partner organizations
 </li>
 <li>
 Align outreach efforts with enrollment and program objectives to strengthen engagement and conversion rates
 </li>
 <li>
 Prepare and submit monthly and periodic reports to the Associate Director for Enrollment Services.
 </li>
 <li>
 Participate in committees and special projects as assigned, contributing to strategic service improvement initiatives.
 </li>
 </ul>
 
 
 
 
 
 Requirements:
 
 
 
 
 Minimum Education Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, management or any relevant field
 </li>
 </ul>
 
 
 
 
 
 Experience:
 
 
 <ul>
 <li>
 Seven to nine years of previous experience including three years in related field in supervisory role
 </li>
 </ul>
 
 
 
 
 
 Skills:
 
 
 <ul>
 <li>
 Excellent written and oral communication skills with the ability to communicate effectively and project a professional image in person, and in writing
 </li>
 <li>
 Strong interpersonal and communication skills and ability to work effectively with a wide range of constituencies in a diverse community
 </li>
 <li>
 Supervisory skills, strong sense of responsibility and commitment
 </li>
 <li>
 Ability to foster a cooperative work environment
 </li>
 <li>
 Ability to work well under pressure, take initiative and prioritize tasks; good time-management, problem solving, with exceptional customer service skills
 </li>
 <li>
 Self-managed, self-starter with a demonstrated ability to work independently given the assignment of responsibility; works well within a team as well
 </li>
 <li>
 Ability to maintain and exercise sound judgment and discretion in handling confidential information
 </li>
 <li>
 Confidence in independent decision-making is essential
 </li>
 <li>
 Ability to formulate and clearly articulate policies, procedures and practices
 </li>
 <li>
 Demonstrated aptitude and attitude for learning new tasks quickly and efficiently
 </li>
 <li>
 Strong tolerance for ambiguity in complex situations and managing through to resolution
 </li>
 <li>
 Ability to work effectively in a team environment
 </li>
 <li>
 Strong functional knowledge of the banner information system, and Argos reporting tool
 </li>
 <li>
 Excellent analytical and computer skills required, proficient with Microsoft Windows, Word, and Excel, PowerPoint, typing or keyboarding proficiency
 </li>
 </ul>
 
 
 
 
 
 
 This position is open until November 26, 2025
 
 
 
 
 
 Placement is based on the candidate&rsquo;s experience and skills. Only candidates who make it to the shortlist will be contacted
 
 
 
 
 
 
 "The American University in Cairo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities are encouraged to apply."
 
 
 
 
 
 
 &ldquo;We thank all individuals who have expressed interest in working at The American University in Cairo.&rdquo;
 
 
</div>

Manager, Contact Center - Enrollment Services Department, School of Continuing Education

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic) Apply NowJob Title:Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)Job DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)• Create and maximize relationships with client partners• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders Candidate Profile • Bachelor Degree in related field with more than 3 years of experience.• Call center experience within real estate sector preferred• Bilingual English (B2 + level ) and Arabic speaker .• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal• Work well under pressure and follow through on items to completion while maintaining professional demeanor• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to mentor, coach and provide direction to a team of employees• Willingness to work a flexible schedule Career Framework Role Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:ARE Dubai - Property# BCB2 515, Dubai CommerCityLanguage Requirements:Time Type:If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsApply Now

Operational Leadership
<ul>
 <li>Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.</li>
 <li>Ensure effective financial performance of the center.</li>
 <li>Drive overall guest and associate satisfaction across the operation.</li>
 <li>Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.</li>
 <li>Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.</li>
 <li>Coordinate internal planning and leadership of all aspects of center operations.</li>
 <li>Support administration of policies, procedures, systems, and compliance with safety standards.</li>
</ul>
Sales and Revenue Generation
<ul>
 <li>Drive achievement of call center sales goals including conversion rates and revenue per call.</li>
 <li>Participate in the sales process and build relationships with key customers and property partners.</li>
 <li>Identify and implement cross-selling and upselling strategies to enhance performance.</li>
 <li>Benchmark center metrics against "best in class" standards and adopt best practices.</li>
</ul>
Leadership and Team Management
<ul>
 <li>Lead and support a team of managers and associates with a focus on career development.</li>
 <li>Foster a culture of service excellence and accountability.</li>
 <li>Provide coaching, mentorship, and recognition to drive strong performance.</li>
 <li>Support cross-functional collaboration with other contact centers and departments.</li>
 <li>Maintain consistent communication with leadership and team members.</li>
 <li>Lead regular departmental meetings and implement performance feedback mechanisms.</li>
</ul>
Quality, Compliance &amp; Safety
<ul>
 <li>Oversee site safety and cleanliness in line with ergonomic and emergency policies.</li>
 <li>Ensure the contact center is compliant with all Marriott standards and local laws.</li>
 <li>Actively participate in quality improvement efforts and associate engagement initiatives.</li>
 <li>Monitor and resolve payroll, attendance, and scheduling concerns.</li>
 <li>Promote a professional and positive work environment.</li>
</ul>
Stakeholder Management
<ul>
 <li>Serve as liaison to senior leadership, owner relations, and property teams.</li>
 <li>Champion strong communication, alignment, and transparency across teams.</li>
 <li>Represent the center on global and regional initiatives, meetings, and programs.</li>
 <li>Support other duties as assigned by the Area Director of Operations EMEA/CALA.</li>
</ul>

AWASR

<div>
 Job description:
 
 
 POSITION INFORMATION Division: Commercial
 
 
 Department: Customer Excellence
 
 
 Role Designation: Supervisor Contact Center
 
 
 Dimension:
 
 
 Voice &amp; Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP &amp; Priority Customers)
 
 
 Reports To: Senior Manager Customer Excellence
 
 
 Internal Interfaces:
 
 QA &amp; Training, Workforce Planning, IT/Telephony, Product, Billing
 
 
 ROLE PURPOSE:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact centre, ensuring exceptional customer experience, efficient queue and resource management, and continuous service improvement. This role oversees workforce management, call handling teams, system utilisation, SLA adherence, and channel performance across campaigns and service areas.KEY ACCOUNTABILITIES AND
 
 
 RESPONSIBILITIES:
 
 
 Operational Accountabilities&bull; Manage daily operational effectiveness of inbound and outbound voice and messaging teams.
 
 * Ensure all-round compliance with service levels, SOP adherence, and customer interaction handling metrics.
 
 * Deploy dynamic resourcing to meet fluctuating call volumes and campaign needs.
 
 * Act as senior escalation point for priority or sensitive voice contacts.
 
 * Analyze call trends, agent performance, and root causes of repeat calls to drive continuous improvement.
 
 * Operationalize QA, training, and script improvements based on call listening and analytics for improved customer experience.
 
 * Optimize IVR routing, contact containment, and call-backs to improve customer journeys.
 
 * SLA Achievement
 
 * Abandonment Rate
 
 * Average Wait Time
 
 * First Contact Resolution
 
 * Voice CSAT
 
 * Containment/Deflection via IVR or Callback
 
 * Employee Satisfaction
 
 * Periodically report performance to management, weekly, monthly, quarterly, etc.
 
 * Analyze contact center performance and report improvements periodically.
 
 * Maintain regulatory compliance in verbal interactions and disclosures while making it easy for customers to do business with us.
 
 * Voice leadership experience with operational and analytical depth
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 
 
 ROLE REQUIREMENTS:
 
 
 Educational QualificationsBachelor's degree in Business, Communications, or equivalent professional experience.
 
 Professional Qualifications &amp; Experience3 to 5 years in contact centre management, voice operations emphasis Sector of Previous Experience Telecommunications, etc.
 
 
 Language Requirements for Role:
 
 
 English mandatory, Arabic mandatory ( both verbal and written).
 
 
 Key Skills, Requirements and Knowledge * Voice leadership experience with operational and analytical depth:
 
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 * Good skills in Microsoft Excel and PPT
 
 
 Profile description:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact cent
</div>

Supervisor Contact Center

Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.
Ensure effective financial performance of the center.
Drive overall guest and associate satisfaction across the operation.
Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.
Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.
Coordinate internal planning and leadership of all aspects of center operations.
Support administration of policies, procedures, systems, and compliance with safety standards.
Drive achievement of call center sales goals including conversion rates and revenue per call.
Participate in the sales process and build relationships with key customers and property partners.
Identify and implement cross-selling and upselling strategies to enhance performance.
Benchmark center metrics against "best in class" standards and adopt best practices.
Lead and support a team of managers and associates with a focus on career development.
Foster a culture of service excellence and accountability.
Provide coaching, mentorship, and recognition to drive strong performance.
Support cross-functional collaboration with other contact centers and departments.
Maintain consistent communication with leadership and team members.
Lead regular departmental meetings and implement performance feedback mechanisms.
Oversee site safety and cleanliness in line with ergonomic and emergency policies.
Ensure the contact center is compliant with all Marriott standards and local laws.
Actively participate in quality improvement efforts and associate engagement initiatives.
Monitor and resolve payroll, attendance, and scheduling concerns.
Promote a professional and positive work environment.
Serve as liaison to senior leadership, owner relations, and property teams.
Champion strong communication, alignment, and transparency across teams.
Represent the center on global and regional initiatives, meetings, and programs.
Support other duties as assigned by the Area Director of Operations EMEA/CALA.

Site Leader CEC

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