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Operations Excellence Senior Supervisor

Majorel Egypt
Katameya, Cairo
Posted 2 years ago
43Applicants for1 open position
  • 3Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
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Job Description

Main Responsibilities

  • Implement new processes, drive strategic initiatives, and budget resources.
  • Monitoring all operations metrics with solid reporting “Actionable insights.
  • Continuous improvements for implemented processes.
  • Develop and maintain effective work streams by working with the different internal departments.
  • Conducting needed audits and performance reviews.
  • Check the Operational Business Continuity plan.
  • Reviewing Quality, Training & operations performance standards.
  • Ensure that the team implements company values, and objectives and follows all policies, regulations and procedures according to COPC standards.
  • Supporting all functions of the business to work together.
  • Stay up to date on new trends & operations performance best practices.
  • Analyzing data to identify areas of improvement in the organization, such as customer satisfaction, employee retention rates, or operational costs.
  • Find new revenue opportunities within the existing client base.
  • Reviewing tasks, responsibilities, objectives and KPIs for the team members that will help to fulfill the departmental objectives as well as the corporate objectives.
  • Conduct Training sessions, mentoring, and guiding team members in new processes according to COPC standards.
  • Assess each issue/situation using COPC standards to support a decision.
  • Analyze & gather data & requirements and assess process change using interviews, document analysis, workshops, surveys, and workflow analysis.
  • Implement COPC principles and processes across the company.
  • Monitoring operations performance and processes..
  • Cooperate with the internal department to enhance productivity, and staff satisfaction & identify opportunities for cost reduction.
  • Provide feedback and recommendations to the management.
  • Cooperate with stakeholders to set an action plan for each account according to RACI model and follow up to ensure the progress within the deadline.
  • Conduct an Audit to ensure compliance with operations process & procedures.
  • Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.
  • Understand business needs and objectives.
  • Analyze data to identify the problem and all relevant issues
  • Performs miscellaneous job-related duties as assigned.

Job Requirements

Competencies and Professional Background

  • Bachelor's degree.
  • Level of English: Excellent Level.
  • Experience in 5 years minimum
  • Excellent verbal & written  communication
  • Good business acumen
  • six sigma green belt is a MUST.
  • Certified COPC.
  • Strong analytical skills.
  • Identify and solve varied business problems
  • Advanced knowledge of call center industry (systems, processes, techniques)
  • Proficient in Microsoft office.
  • Strong coaching and leadership skills,
  • Self-motivated, disciplined and organized.
  • Able to work under limited supervision and meet the deadlines.
  • Ability to meet targets and deadlines while maintaining a professional standard.
  • Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations.
  • Drive towards continuous development and improvements.
  • Strong prioritization &influencing skills.
  • Strong change management skills.
  • Strong presentation skills.

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