Ref: KP074-3263

Job description / Role

Employment: Full Time

• Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
• Enable people to excel through grooming and regular feedback
• Manage and sustain a robust quality and training framework within teams
• Increase people engagement , ensure communication and feedback
• Participate in selection process to ensure the right talent is selected in a timely manner
• Manage and exceed client expectations
• Resolve and/or escalate employee grievances in a timely manner

Requirements

Desirable:
• Minimum 8-10 year of overall work experience in a Voice based premium contact centres.
• Minimum of 3 years in an operations management role
• Minimum 1 year (last 1 year) in UAE
• Prior experience in managing CSAT & Net Promoter Score is desired

Experience
• Needs to be high on responsibility and ownership
• Able to deliver within timelines
• Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
• Understanding of call centre telephony and workforce management software programs
• Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
• Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization

About the Company

Engage was formed in 2007 in response to frustrations at the level of service delivery offered by traditional large recruitment agencies working in the construction market. With a belief in providing a truly knowledgeable, precise and quality driven service, Engage strives to offer a recruitment experience to both employers and candidates that is unrivalled in the marketplace.

We provide precision staffing solutions, including contingency and executive search, within the construction and commercial marketplaces. Our enduring relationships with market leading organisations in the region and overseas means we have access to the best candidates and the best vacancies.

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Operations Manager salaries in UAE

Average monthly compensation
AED 16,000

Breakdown available for industries, cities and years of experience