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Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

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Concentrix

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Dubai

AI generated summary

  • You need a Bachelor's degree, 3+ years of relevant experience, bilingual in English/Arabic, strong analytical and communication skills, and the ability to mentor and prioritize in a fast-paced environment.
  • You will analyze service agreements, maximize revenue, manage performance, conduct one-on-ones, resolve employee issues, drive improvements, and attend client business reviews.

Requirements

  • 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 goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

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 organization’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide 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 performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate 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 improvement
  • Implement 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 requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

FAQs

What is the job title for this position?

The job title is Operations Manager - Contact Center - Real Estate (Bilingual - English/Arabic).

What are the essential functions of the Operations Manager?

The essential functions include analyzing Client Service Level Agreements, maximizing revenue generation, managing a team of Team Leaders, creating client relationships, and ensuring consistent administration of company policies.

What qualifications are required for this role?

A Bachelor’s degree in a related field and more than 3 years of experience are required. Call center experience within the real estate sector is preferred.

Is bilingualism required for this position?

Yes, candidates must be bilingual in English (B2+ level) and Arabic.

What type of experience is preferred for candidates applying for this position?

Call center experience within the real estate sector is preferred for this position.

What qualities are necessary for Success in this role?

Candidates should demonstrate the ability to analyze and improve work processes, work well under pressure, and possess excellent communication, organizational, and mentoring skills.

Does this role require flexibility in scheduling?

Yes, a willingness to work a flexible schedule is required for this position.

What is the location for this job?

The job is located in Dubai, specifically at Property# BCB2 515, Dubai CommerCity.

Can you describe the career framework for this role?

The role manages professional employees or supervisors, is accountable for team performance, and adapts departmental plans to resolve operational challenges, guided by policies and procedures.

What is the disclaimer associated with this job description?

The disclaimer notes that the statements in the job description are not exhaustive and are intended to describe the general nature and level of work required for the job.

Is Concentrix an equal opportunity employer?

Yes, Concentrix is an equal opportunity employer and evaluates qualified applicants without regard to various protected characteristics.

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Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.

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