We are Customer and Employee Obsessed. Customer Service Representatives are leaders who consistently Insist on the highest standards and display ownership by developing the best. They accomplish results by providing great experiences to our customers, always following the stated policies and procedures. The Senior Operations Manager role is mainly to implement the right processes and practices across the organization. The specific duties of a Senior Operations Manager include formulating strategy, improving performance, procuring material and resources and securing compliance. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels. Ultimately, we’ll trust you to help us remain compliant, efficient and profitable during the course of business. Essential Functions: Senior Operations Manager responsibilities include but are not limited by the ones described as follows.
Ensure all operations are carried on in an appropriate, cost-effective way
Improve operational management systems, processes and best practices
Help the organization’s processes remain legally compliant
Formulate strategic and operational objectives
Examine financial data and use them to improve profitability
Manage budgets and forecasts
Perform quality controls and monitor production KPIs
Recruit, train and supervise staff
Find ways to increase quality of customer service
Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & client targets.
To proactively maintain regular engagement with key client contacts in line with client expectations.
Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
Ability to demonstrate been able to translate business strategy into day to day delivery
Strong commercial understanding and previous accountability for profit targets
Setting and reviewing Quality performance standards
Setting and reviewing of organizational / productivity objectives in line with the commercial contract
Any other duties, responsibilities and/ or activities may change or new ones may be assigned at any time with or without notice.
Competencies:
Accountability
Adaptability
Communication
Inclusiveness
Customer focus
Technology orientation
Positive Attitude
Qualifications:
Customer service mentality with a positive attitude!
Degree in Business Management, Operations Management, or related experience.
Proven work experience at least 5 year BPO Experience or 2 year client facing high demand customer service role or similar role.
Knowledge of organizational effectiveness and operations management
Experience budgeting and forecasting
Familiarity with business and financial principles
Ability to multi-task and handle multi systems at once.
Demonstrated strong skills of Microsoft Windows and browner applications.
Data entry skills in accuracy, must be able to type a minimum of 25wpm or more.
Active online presence and familiarity with social media
Possess the ability to multi-task and think on your feet to provide sound, quick solutions.
Excellent listening skills, time management and prioritization skills
Must have copies & originals of your qualifications, TRN, NIS and ID
Must be able to train and / or work onsite.
Must be flexible to work ANY Full-Time Shift including weekends and holidays
Ability to deal with stress & work pressure in fast-paced environment.
Must be available 24/7 for any business-related needs
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computer, headsets. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is regularly required to talk or hear, the employee is frequently required to stand, walk and frequent use of the keyboard.
Position hours / Expected hours to work:
This is a permanent full-time position. Be flexible to work 8 hours per day, 5 days of the week with an understanding that the exigency of the job may require you to work additional hours.
Travel: Frequent travel may be required Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification, its not designed to contain or to be interpreted as comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing and altering job duties.
إخلاء المسؤولية: د.جوب هو مجرد منصة تربط بين الباحثين عن عمل وأصحاب العمل. ننصح المتقدمين بإجراء بحث مستقل خاص بهم في أوراق اعتماد صاحب العمل المحتمل.
نحن نحرص على ألا يتم طلب أي مدفوعات مالية من قبل عملائنا، وبالتالي فإننا ننصح بعدم مشاركة أي معلومات شخصية أو متعلقة بالحسابات المصرفية مع أي طرف ثالث. إذا كنت تشك في وقوع أي احتيال أو سوء تصرف، فيرجى التواصل معنا من خلال تعبئة النموذج الموجود على الصفحة اتصل بنا