Senior Director - Operations (Contact Center)

Leading customer experience management company, headquartered in Riyadh, Saudi Arabia. Offering solutions outsourced customer care, technology services, digital business, consulting, back office, and other specialized services to enrich customer experience.

• To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
• To ensure the development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
• Responsible for process deliverables as per agreed SLA's and quality.
• Performance Management. Ensure timely appraisals of the operations team.
• Ensure that attrition is managed in the business and the right people with the right skills are recruited into roles.
• Handle escalations - internal from within the organization and external from clients.
• Liaison with various departments within the organization.
• Take the lead in implementing new systems and processes.
• Actively participate in the conference calls and suggest areas of improvement to the client.
• Address any people management issues on the operations floor.
• Plan shift management and floor planning.
• To ensure seamless handover of the shifts by reviewing the Shift Handover process and suggest any improvements.
• Conducting Manager's review sessions periodically and identify the areas of concern and suggest improvement plan for the same.
• Present the weekly / monthly process wise performance to senior management & to clients.
• Facilitate to meet contractual obligations and client expectations.
• Ensure all contingency plans are in place.
• To maintain a perfect work flow of the profit center, preparing strategies for implementing effective concept of operation, better productivity and profitability.
• Operational planning and change co-ordination for all expansion initiatives.
• Lead on Six Sigma projects to drive process improvements.
• Monitor employee satisfaction and act to ensure that this remains high.
• Manage staff on a daily basis, distribute work, assign account responsibilities, ensure appropriate staff levels, and provide necessary training.
• To ensure performance levels of Team Managers and Process Executives meet the service level agreements.
• Monitor core departmental deliverables of cash and asset reconciliations for completion within established deadlines.
• Exceptions are reviewed, researched and resolved for all accounts per established tolerance levels.
• Work with the team to complete long-range projects designed to improve workflows, streamline processes, lower error rates, increase client satisfaction, etc.
• Participate in cross-departmental initiatives formulated to create or improve existing functionality and processes.
• Consistently evaluate and update documented procedures to ensure they are complete, accurate and current.
• Drive performance & cost-efficient process initiatives.
• Manage Profitability of the business