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Job Description
- This position is required for Egypt's number 1 on-the-go smartphone repair serve.
- Recommends changes in the Design, Development & Implementation of operations strategic plans, MPP, workflows, improvement plans for customer experience, NPS, setting service standards, policies & procedures, quality management, workforce planning, developing and meeting SLA’s, improving performance, increased use of resources and adaptation of new proven technologies to increase efficiency
- Review documents, such as production schedules, work orders, or staffing tables, to determine personnel or materials requirements or material priorities.
- Requisition and maintain inventories of materials or supplies necessary to meet production demands.
- Maintain and improve operations efficiency by providing leadership support to operations Coordinators, quality team, call center team.
- Oversee and develop the operations performance metrics system / contact center dashboard on daily basis, evaluating the data and tracking it on regular basis to reach customer satisfaction.
- Evaluate daily, weekly, monthly reports of Operations Team performance (KPI’s), service level, call pattern, trends, and provide recommendations to increase effectiveness and efficiency of operations processes.
- Produce metrics which provide visibility on the progress of work assignments and team performance.
- Review Team performance and identify opportunities for improvement.
- Distribute production schedules or work orders to departments.
- Examine documents, materials, or products and monitor work processes to assess completeness, accuracy, and conformance to standards and specifications.
- Revise production schedules when required due to design changes, labor or material shortages, backlogs, or other interruptions, collaborating with management, marketing, sales, production, or engineering
Job Requirements
- Bachelor’s degree in Engineering
- 6+ years of professional experience in operations environment
- Profound understanding of data analysis through Excel
- Analytical and data-driven mindset
- “Can do” attitude, leading the organization by offering solutions
- Strong drive to execution, motivating the organization by exemplary leadership and strong work ethics
- Very good communication skills
- Meticulous and details oriented
- Open to direction and Collaborative work style and commitment to get the job done
- A demonstrated commitment to high professional ethical standards in a diverse workplace
