Customer Service/SupportLocationDubai, United Arab EmiratesJob Title: Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic) 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

• 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 organizations policies and applicable legal requirementsManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)Create and maximize relationships with client partnersProvide 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 performanceConduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coachingCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate 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 improvementImplement 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 requirementsAttend business reviews with the clientHandle a team of team leadersCandidate 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 goalWork well under pressure and follow through on items to completion while maintaining professional demeanorExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleCareer Framework RoleManages 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.DisclaimerThe 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 ResidentsThis job has been sourced from an external job board.
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