Shift Lead - English, Arabic, Microsoft Windows

The Manager - Operations leads help desk personnel and operational functions to ensure service level agreements are met, including call forecasting, staffing, and scheduling. This role involves direct management and mentoring of supervisors and Level 2 analysts, overseeing workflow efficiency, and developing account-specific standard operating procedures and training materials. The position also handles performance appraisals, disciplinary actions, and resource justification based on call volume forecasts.