Position: Operations Manager
Location: Nairobi
Reporting
to: Operations Director
JOB
PURPOSE & SUMMARY: Our client who is in the
high-tech space offering global technical services is looking for an Operations
Manager to join their vibrant team in Nairobi.
KEY
RESPONSIBILITIES AND DUTIES
· Applies
and tracks key performance metrics through an established scorecard to ensure
the effectiveness of service delivery and alignment to achieve business
strategy and goals.
· Partners
with other senior management team members to drive integrated talent
management, development, compensation, and performance management strategies to
build internal and external talent pipelines, ensuring a sustainable bench of
growing and ready-now talent for key positions for the organization.
· Establish
a high standard for productivity, quality, and customer service as well as
define user guidelines.
· Develop
company systems for customer interaction and voice/chat response and control
the implementation process.
· Ensure
Performance and Talent Management drive the achievement of business goals
through objective and development plan setting, performance appraisals, and
talent development.
· Promote and foster a culture and environment that is productive, open, empowering, safe, and equitable and coach others to behave and make decisions in line with the core values.
· Develops
and implement change plans, managing the business readiness to change and the
existing and new strategic and cultural issues.
· Summarize,
collect, and analyze customer service trends and data for regular performance
reports.
· Oversee
system maintenance and upgrade implementation. Call for analysis, auditing,
requisition, procurement, implementation, and troubleshooting as needed.
· Maintain
consistent professional improvement through company-provided workshops,
tracking industry trends, and active participation in industry projects.
QUALIFICATIONS:
EDUCATION
/ KNOWLEDGE AND EXPERIENCE
· Bachelor
of Finance, Business Administration or Commerce
· MBA in
the same field is an added advantage.
· At
least 5 years’ experience in a call center or BPO operational & functional
areas with at least 2 years in a management role.
COMPETENCY
AND TECHNICAL SKILLS
· Strong
analytical and technical skills
· Project
management
· Strong
communicator and presentation skills
How to
Apply
To
apply visit ats.flexi-personnel and submit your application or send your CV to
careers@flexi-personnel.com by 31st March 2023.
Indicate
the Operations Manager and the expected salary in the email subject.
Our
client is committed to creating a diverse environment and is proud to be an
equal opportunity employer.
NB:
Flexi Personnel does not charge candidates for job placement.
