Senior Operations Manager - Luxor Based

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.

• 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.

• 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.

• Work Location : Luxor
• 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