Operations Manager - Manama - Tafaseel Group
Full time
at Tafaseel Group
in
Bahrain
Posted on February 20, 2025
Job details
Operations Manager - Manama - Tafaseel Group
Job Description:Company Overview
Tafaseel Group is a leading provider of BPO services, committed to delivering exceptional customer experiences.Key Responsibilities:
- Develop and implement efficient staffing and scheduling strategies to meet service level agreements (SLAs).
- Collaborate with cross-functional teams to understand business trends and optimize workforce planning.
- Create and manage agent schedules to ensure optimal coverage and service levels.
- Monitor real-time performance and make adjustments as necessary.
- Develop and monitor key performance indicators (KPIs) related to workforce efficiency, service levels, and employee productivity.
- Conduct regular reporting and analysis to identify trends and areas for improvement.
Qualifications:
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum of 3-5 years of experience in workforce management, preferably in a BPO or contact center environment.
- Proven experience with workforce management software and reporting tools.
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