Key Responsibilities

Oversee the Unified Operations Control (UOC) and Call Centre Operations, ensuring efficient coordination, monitoring, and customer service.
Develop and implement strategies to enhance operational control and customer service responsiveness.
Lead and develop the UOC and Call Centre teams, promoting a culture of excellence, vigilance, and continuous improvement.
Engage with stakeholders to understand their expectations, ensuring that UOC and Call Centre operations meet and exceed these expectations.
Utilize cutting-edge technologies and best practices to enhance the effectiveness and efficiency of UOC and Call Centre operations.
Monitor and ensure compliance with relevant regulatory, safety, and quality standards in UOC and Call Centre operations.

Effective management and operation of the UOC and Call Centre operations, contributing to Sindalah's ultra-luxury standards.
Effective leadership and development of high-performing UOC and Call Centre teams.
Positive stakeholder engagement and feedback regarding UOC and Call Centre standards and initiatives.
Successful integration of technology and best practices in UOC and Call Centre operations.

BACKGROUND, SKILLS & QUALIFICATIONS
Knowledge, Skills and Experience

Proven experience in managing operations control centers and call centres within a luxury or ultra-luxury environment.
Strong leadership, team management, and interpersonal skills.
Ability to engage effectively with a diverse group of stakeholders.
Experience in leveraging technology to enhance operational control and customer service.
Knowledge of relevant regulatory, safety, and quality standards.

Qualifications

Bachelor’s degree in Operations Management, Business Administration, or a related field.
Professional certifications in operations control, call centre management, or related fields are preferred.

Head of UOC / Call Centre Operations