Join our team at Extensya! We are hiring Account Operations Manager that has the following:

Requirements needed :

- Proven work experience as an Operations Manager or similar role with +4 years of experience.

- Knowledge of organizational effectiveness and operations management

- Experience budgeting and forecasting

- Familiarity with business and financial principles

- Excellent communication skills

- Leadership ability

- Outstanding organizational skills

- Lives in Jordan

Skills needed:

- Provide leadership, development, and coaching of Supervisors, Team Leaders, and Agents.

- Actively engaging and supporting the development of the team to ensure better performance and succession planning.

- Working with HR and Recruitment to drive the recruitment & selection of Team Leaders and Advisors.

- Ensure effective and consistent communication throughout the team, and encourage feedback and customer insight in order to enhance the customer experience.

- Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets

- Building and maintaining effective internal and external stakeholder relationships

- Identifying and instilling best practices, processes, and systems and driving a continuous improvement environment.

- Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.

- Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved

- Ensures service and sales targets, SLA, and KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Review management information and make suggestions, and recommendations as to improvements across the contact center.

Interested candidates can send their CVs to

[email protected]