Assistant Manager - Operations, Cairo, Egypt
Why TBO:
- You will influence & contribute to Building World Largest Technology Led Travel Distribution Network for a $ 9 Trillion global travel business market.
- We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
- Physical Presence in 47 countries with business in 110 countries.
- We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
- An open & informal start-up environment which cares.
Job Summary
The Asst. Operations Manager is responsible for overseeing daily operations of the call center and customer support teams, ensuring efficient workflows, high-quality customer service, and achievement of organizational goals. This role involves managing staff, analyzing performance metrics, optimizing processes, and driving improvements in customer satisfaction.
Key Responsibilities
Operational Management
- Oversee the daily operations of the call center, ensuring smooth workflows and adherence to SLAs.
- Develop and implement policies, procedures, and processes to optimize efficiency and productivity.
- Forecast call volume and resource requirements to ensure optimal staffing levels.
- Manage technology platforms and tools to support call center operations.
Team Leadership and Development
- Lead, train, and mentor a team of supervisors and agents to achieve performance goals.
- Conduct regular performance evaluations and provide actionable feedback for improvement.
- Foster a positive work culture that promotes accountability and motivation.
Customer Experience Management
- Monitor customer interactions to ensure high-quality service and resolution of issues.
- Implement strategies to improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Act as an escalation point for complex customer issues and complaints.
Performance Analysis and Reporting
- Track and analyze key performance indicators (KPIs) to measure team performance.
- Prepare and present regular performance reports to senior management.
- Identify trends and areas for improvement, recommending data-driven strategies.
Continuous Improvement
- Lead initiatives to enhance operational efficiency and reduce costs.
- Collaborate with cross-functional teams to align customer support with broader business objectives.
- Stay updated on industry best practices and implement innovative solutions.
Key Performance Indicators (KPIs)
Operational Efficiency
- Service Level: Percentage of calls answered within a defined timeframe (e.g., 80% in 20 seconds).
- Average Handling Time (AHT): Time spent on each call, including hold time and after-call work.
- Schedule Adherence: Percentage of time staff adheres to their scheduled hours.
Customer Satisfaction
- CSAT Score: Percentage of satisfied customers based on surveys.
- Net Promoter Score (NPS): Measures customer loyalty and likelihood to recommend the service.
- First Call Resolution (FCR): Percentage of issues resolved during the first interaction.
Team Performance
- Agent Productivity: Calls handled per hour or per shift.
- Agent Utilization Rate: Time spent actively handling calls vs. idle time.
- Quality Assurance (QA) Scores: Evaluations of call handling based on predefined criteria.
Financial Metrics
- Cost per Call: Total operating costs divided by the number of calls handled.
- Revenue per Interaction: If applicable, the amount of revenue generated through upselling or cross-selling.
Retention and Growth
- Employee Turnover Rate: Percentage of staff leaving the organization within a period.
- Training Effectiveness: Improvement in agent performance post-training.
Qualifications and Skills
- Bachelor's degree in Business Administration, Management, or a related field (Master's preferred).
- 5+ years of experience in call center operations or customer service management.
- Strong leadership and team management skills.
- Analytical mindset with proficiency in interpreting performance metrics.
- Excellent communication and problem-solving abilities.
- Knowledge of CRM tools, workforce management systems, and call center technologies.
