Head Of Planning & Support At ELARABY Group

About the job

Job Purpose:

• Responsible for planning, monitoring, and enhancing the performance and operations of the contact center through effective workforce management, performance analysis, process optimization, and operational support. The role ensures the achievement of target service levels, improved operational efficiency, and an enhanced customer experience.

Job Responsibilities:

• Develop and implement an integrated operations and customer service strategy aligned with business objectives and focused on enhancing customer experience.
• Design, develop, and enforce governance frameworks, policies, and Standard Operating Procedures (SOPs) to ensure consistency and operational efficiency.
• Lead the design and optimization of end-to-end operational processes, identifying opportunities to reduce waste and rework using Lean / Six Sigma methodologies.
• Oversee performance management through the development and monitoring of KPIs, scorecards, and dashboards.
• Develop and utilize data analytics tools and Management Information Systems (MIS) to support decision-making and provide periodic analytical reports to senior management.
• Lead forecasting and Workforce Management (WFM) activities, analyzing trends to ensure optimal resource allocation.
• Manage scheduling and Real-Time Management (RTM) to ensure service level achievement and 24/7 operational readiness.
• Prepare and manage operational budgets, monitor costs and variances, and drive cost optimization initiatives.
• Support business development by designing operating models, estimating resources and costs, and contributing to RFPs and Service Level Agreements (SLAs).
• Oversee customer service communications across all channels, including content development (scripts, IVR, knowledge base), ensuring alignment with corporate identity.
• Lead training and capability-building strategies to enhance team performance, while monitoring individual and team performance based on quality metrics and customer feedback.
• Manage change and operational readiness to ensure successful launches of new products, services, and systems with proper integration across operations, communication, and training.
• Build and manage internal stakeholder relationships, lead teams effectively, and ensure integration of data and systems (e.g., CRM) to drive continuous improvement in performance and customer experience.

Job Qualifications:

• 10–15 years of relevant experience.
• Proven experience in designing and managing KPIs, dashboards, and performance scorecards.
• Strong background in data-driven decision-making systems and analytics.
• Proficiency in database management systems and reporting tools such as SQL, Power BI, Tableau, and Crystal Reports.
• Strong leadership skills with the ability to work collaboratively within teams.
• Solid understanding of operational systems and tools.
• Strong problem-solving skills with the ability to make quick, effective decisions.
• Excellent organizational and follow-up skills. Leadership skills with a strong ability to work and collaborate effectively within a team.

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