Operations Manager

As an Operations Manager at Provident, you will be a vital part of the Operations Department, responsible to oversee contact center quality assurance programs and establish standards governing customer interactions in one of the most successful and progressive real estate agencies in the UAE.Key Responsibilities:Set quality standards for all customer interactionsDevelop effective quality assurance & compliance processesImplement and deliver coaching and continuous improvement frameworksManage and update internal knowledge management systems in line with quality standardsDevelop effective onboarding and training content for new and existing CX ConsultantOrganising quality audits, identifying training needs, and analysing results to support the wider operationCreating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plansPassionate about organizational and customer successAdapt and succeed in a changing environmentCollaborating with other functions to deliver the best results for the company and the customerQualifications and Skills Required:Proficient in English & Arabic: Written & Spoken3 Years experience in same or similar role in UAEDemonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-makingStellar project management and execution skills to navigate project milestonesProven leadership, organizational and team management skills within the domain of customer operations/Technical support managementExperience within a SaaS/Marketplace environment is preferredA good understanding of Service/Quality frameworks like COPC, Six Sigma or othersExperience of driving change initiatives in a service-based environmentBachelor’s in Operations Management, Business Management or related fieldAbout ProvidentSince its inception in 2008, Provident Estate has been a frontrunner in the regional real estate market, holding a commendable reputation as one of the most reliable and top-tier agencies working alongside the world's foremost developers. Now employing over 200+ dedicated professionals, we stand as a testament to excellence and trust in the industry.As we forge ahead, we are inviting ambitious individuals to join our dynamic team where innovation meets understanding, offering 360° real estate solutions tailored to our client's needs. Step into a role at Provident Estate, a place where we value lasting relationships with our clients and foster an environment geared towards revolutionary and digitally enhanced solutions. Join us, and be a part of crafting the future of real estate, building enduring relationships grounded in trust and expertise.PROVIDENT is a registered trademark since 2008#J-18808-Ljbffr