Operation Manager
eClerx -
Cairo, Egypt
Job Details
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Job Description
Primary Responsibilities
- Manages multiple teams and maintains & improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing systems and process improvement and quality assurance programs
- Ensure Performance Metrics are achieved consistently and all client deliverables met within timelines
- Prepares performance reports by collecting, analyzing and summarizing data and trends
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Lead client/vendor reviews/calibrations and revert to client/vendor queries on routine issues
- Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
- Perform audits and quality checks on Team Leads & Floor Supports and provide feedback to them periodically on their performance
- Ensure cross skilling, perform Training Need Identification for teams and Bottom Quartile Management
- Hold periodic meetings to discuss operational updates, discuss task delegation and review issues
- Focus on retention of staff through career mapping & guiding team members
- Advocate and adhere to organizational policies and procedures and remediation of any major incident
- Accomplish human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
Job Requirements
Qualification, Experience & Skills
- Overall experience of 12+ years and should be a graduate or post graduate
- Proven and successful track record of effective people leadership within a customer relationship management (CRM) environment.
- Good understanding of CRM, Medallia and contact center best practices.
- Previous experience in a performance driven environment.
- Excellent communications skills when writing, speaking and presenting to all stake holders.
- Strong negotiation, interpersonal, written and oral communications skills – including presentation skills.
- Experience in the cable and telephone industry is an asset.
- He/she must also possess an understanding of the repair process in Telecom and Cable industry
