OPERATIONS MANAGER , Majorel Kenya Limited.

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Responsibilities. •Support the implementation of the short and long-term Business strategy in conjunction with Client expectations. •Communicate with the client at a strategic level and align to his needs and expectations. •Prepare the goals/objectives and budget for the Account by taking inputs from seniors and juniors, internally and externally •Partner with leadership to lead change by managing strategic initiatives to meet business needs. •Manage Profitability of the Account (Top Line) •To ensure growth in account •Managing a large team size. •Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. • Identify opportunities to provide improved productivity and cost out to client • Manage stakeholder relationships. •Lead work transition projects for the account. •Maintain effective governance, control systems and compliance requirements of the company. •Oversee metrics in order to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements. •Continuously review and establish a robust performance measurement structure. •Capacity Planning. •Responsible for developing Managers etc. through coaching and team building while serving as an escalation point for operational issues and complaints. •Conduct periodic and annual performance reviews for all direct reports. •Ensure high motivation level and retention of manpower of the program •Succession planning •Align and collaborate with other functional areas •Evaluate daily key performance indicators and develop improvement needs. •Coordinates with leadership to interface with client and handle account management issues. •Manages staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals. •Continually evaluate Automatichttps://www.facebook.com/groups/2040008082884909/ Call Distributor and other reports for labor efficiency, service level commitments, and cost per call objectives. •Conduct performance appraisals for direct reports. Requirements . •Bachelor’s degree in Business, Finance, Management or a related field or equivalent work experience. •10+ years call center experience. •Minimum 8 years managing operations in a call center environment. •Experience in a leadership role in a large contact center setting with extensive client and senior management interface. •Proven ability to manage people, processes, and technology. •Strategic thinker and tactical implementer. •Experience in developing a team in a contact center site, while meeting all operational and financial objectives. •Should possess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. •Demonstrated experience coaching and developing individuals. •Ability to influence and motivate others. •Superior written and verbal communication skills. •Excellent leadership and developmental skills •Demonstrated success managing new initiatives while meeting operating and budgetary requirements. • Must have strong technical, project management, implementation, and process improvement skills. • General business acumen, including reporting and analysis, presentation skills, and organizational abilities. •Proactive, confident and motivated. Strong bias for action, a keen sense of urgency and ability to drive results. •Team player, High on execution and strategy •Logical Thinking, High on Integrity and ability to walk the talk. SEND YOUR CV TO hrkenya@majorel.com By: On rolling basis

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