Operations Manager | TP Kenya at Teleperformance Kenya

Description

As an operations manager, you will be responsible for providing professional and focused customer service both internally and externally. Reporting directly to the SDM, the Operations Manager will ensure quality and efficient customer service to the aligned account customers.

• Client POC for Operations related questions, liaison with SDM, T&Q, HR and IT. 
• Ensure SDM back-up when applicable. 
• Team ranking & team management of team leads group. 
• Develops and controls team leaders through weekly meetings and especially designed action plans. Collects and extracts data from the system (Client or Internal) to coordinate outliers’ improvement. Together with WFM and SDM, executes planning and scheduling to grant the best coverage. 
• Identifies gaps on the scheduling and tests best solutions to ensure coverage. 
• Ensures that schedules are aligned with real coverage. 
• Move resources, if needed, between cross-trained products to be aligned with customer´s requirement. 
• Participates to client meetings and develops improvement plans and innovative solutions to drive excellence. 
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews. 
• Vendor management of the account, driving performance and ensuring KPI’s & SLAs are met while ensuring timely and correct invoicing / payment is done. Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized. 
• Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
• In conjunction with the SDM and SDC agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement

Requirements 

• Bachelor’s degree in a related field Minimum of a Diploma in relevant field 
• Proficiency in MS office 
• Competency in C1 English or higher and excellent grammar skills
• At least 5+ years of BPO experience, with at least 2 years in leadership a position
• Great ability of thinking outside set paths and able to provide solutions
• Highly skilled in data interpretation and analysis, PowerPoint presentations 
• Creation/presentations to global audience and industry leaders Excellent problem solving, judgment and decision-making skills
• Strong organizational skills and attention to detail. 
• Strong verbal and written communication skills in English (business fluent)

We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.