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Open nowPosted 197 days ago

Senior Director of Operations

intouchcx270 open roles

Where
Cairo, Cairo Governorate, Egypt
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Your applicationOpen nowSenior Director of Operationsintouchcx · Cairo, Cairo Governorate, Egypt

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on intouchcx's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 197 days ago

The posting

  About the Job   We are seeking a leader who has the vision, experience, and passion to contribute to our culture and deliver extraordinary results for our clients.   The Senior Director of Operations will be involved in all facets of contact center operations, including hiring, training, quality control, reporting and client services. The ideal candidate is a performance-driven individual with experience managing a contact center with large call/interaction volumes.   As Senior Director of Operations, You Will…  

Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value Motivate and inspires teams, while building trusting relationships throughout the organization Address attrition driven issues, through continuous focus groups, communication outlets with all site employees Collaborate with various departments and leaders in the development and implementation of strategic plans Manage and drive results for Service Delivery Operations and performance optimization through client specific internal KPIs and financials Develop and execute motivational incentives (Employee Experience) to assist in site retention goals Support and drive the IntouchCX culture within the team at our campuses Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations Maintain close auditing cadence through reporting, observations, and personal contact

  As Senior Director of Operations, You Have…  

Minimum 7-9 years of contact center senior leadership experience, with cross-functional teams/groups and full P&L responsibility  Previous experience in business process outsourcing is required Post-secondary diploma or degree with a major in Business 5 years of client relationship management Experience in analyzing and influencing P&L statements and performing cost analysis  Excellent communication skills Excellent organizational and time management skills Client relationship management experience   Ability to handle multiple priorities simultaneously Experience with maintaining and developing operational statistics, financial management information, and results reporting Proven tactical and strategic management skills Ability to take initiative, make decisions and propose strategies and solutions Demonstrated ability to work autonomously as well as with leaders, peers, and clients in other countries Ability to meet program KPIs and internal business KPIs (abs, attrition, etc)

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