Operation Manager

Company – eClerx

Job Title – Operation Manager

Job Location - Qesm El Maadi, Cairo, Egypt

Employment Type – Full-Time

Seniority Level – Mid Senior Level

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

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

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law