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 a 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.