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Doha

    Corporate Planning Manager - Doha, دولة قطر - CANDIDZONE QATAR

    CANDIDZONE QATAR
    CANDIDZONE QATAR Doha, دولة قطر

    منذ أسبوع

    Candidzone Qatar background
    وصف
    TheOperations Manager directs and manages all operational activitiesin the assigned area and contributes to the
    sitesoverall strategic ;This position will provide leadership to a teamof 2 to 5 Team Leaders ordirect
    reportsas well as 40 to 50 indirect ;Teams consist of Desktop Support,Customer Service Support,and
    TechnicalSupport ;The Operations Manager is responsible for the productivityof theteams,
    theindividual performance of the staff and the overall quality of theservices

    PositionDetail:

    • Leadershipand overall responsibility for multiple teams with more than oneclient
    • Leadteams to meet and exceed business objectives including but notlimited to contracted service levels, quality and productivitygoals, as well as financial, metric and customer satisfactiongoals
    • Ensuresthe consistent achievement of all financial and operational KPIsacross thesite
    • Reviewvarious reports and statistical data generated for the program andwork out suitable action plans to effect continuousimprovement
    • Conductteam meetings with Team Leaders and others as required or needed toensure the successful operation of thebusiness
    • Participatein client conference calls, client meetings regarding alloperational aspects of the designated clientprogram
    • Directinvolvement in recruitment, interviews, training and ongoing skillsdevelopment for all direct and indirectreports
    • Ensuresappropriate staffing levels based on forecasted demand orpredetermined staffingrequirements
    • Applya process of continuous review and proactive management ofabsenteeism and attrition across all teams; taking appropriateaction wherenecessary
    • Facilitatea culture of open and honest two-way communication ensuring keymessages arecascaded
    • Manageclient relationship at an operational level in terms ofcoordinating information and data requests and delivery of thesewithin agreed timescales and to requiredquality
    • Participatein formal quarterly performance reviews with executive leadershipteams; both internally and directly with thecustomer


    Requirements

    • 3+years previous management experience with a demonstrated ability tomanage clientrelations
    • 5+years working in a call center or similar technical supportenvironment isrequired
    • Bachelorsdegree or equivalent workexperience
    • Strongknowledge base in technical support of information systems productsandservices
    • Understandingof KPIs including client, employee and businessimplications
    • Willingand able to work a any shift as needed to direct overallperformance


    3+ years previous management experience with a demonstrated abilityto manage client relations 5+ years working in a call center orsimilar technical support environment is required Bachelor's degreeor equivalent work experience Strong knowledge base in technicalsupport of information systems products and services Understandingof KPI's including client, employee and business implicationsWilling and able to work a any shift as needed to direct overallperformance
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