JOB TITLE
OPERATIONS MANAGER
NATURE OF JOB FULL TIME INDUSTRYÂ
SALARY KSHS. 60,000-80,000
JOB LOCATION INDUSTRIAL AREA
DUTIES AND RESPONSIBILITIES
Operations Management:
- Oversee all aspects of daily operations to ensure efficiency, quality, and customer satisfaction.
- Monitor and track KPIs (Key Performance Indicators) to ensure performance metrics
- and targets are being met consistently.
- Implement best practices and streamline processes to improve overall operational
- efficiency and reduce costs.
People Management:
- Lead, motivate, and manage a team of team leaders, supervisors, and
- agents to achieve operational goals.
- Provide coaching, feedback, and performance reviews for team members,
- ensuring continuous improvement.
- Foster a positive and productive work environment through team-building activities,
- recognition programs, and effective communication.
IT & Technology Integration:
- Work closely with the IT department to ensure smooth integration and maintenance
- of technology systems used within the operations.
- Troubleshoot technical issues related to call center platforms and other operational tools,
- ensuring minimal downtime and maximum productivity.
- Stay updated on the latest trends and innovations in call center technologies to enhance
- operational efficiency and scalability.
Quality Assurance & Compliance:
- Ensure that call center operations are compliant with industry standards, regulatory requirements,
- and company policies.
- Develop and implement quality control processes, including call monitoring, audits,
- and feedback mechanisms.
- Work with the Quality Assurance team to improve call quality, resolve customer issues,
- and enhance service delivery.
Reporting & Analysis:
- Generate and present operational reports to senior management, providing insights
- on performance, trends, and areas for improvement.
- Analyze operational data and metrics to identify opportunities for process improvement
- and implement corrective actions as needed.
Client Relationship Management:
- Serve as the primary point of contact for clients, ensuring that their needs are met and
- expectations exceeded.
- Collaborate with clients to define service level agreements (SLAs) and ensure that
- all requirements are achieved.
- Address and resolve client escalations in a timely and professional manner.
Budgeting & Cost Management:
- Develop and manage the operational budget, ensuring efficient use of resources and cost control.
- Track operational expenses and recommend cost-saving measures
- without compromising service quality.
KEY REQUIREMENT SKILLS AND QUALIFICATION-OPERATIONS MANAGER
- Degree/Diploma in Business Management or a related field
- 3-5 years of experience in managing operations within a BPO/Call Center environment
- Strong knowledge of IT systems and platforms used in call center operations,
- including CRM tools and call management software
- Proven experience in managing large teams, with strong leadership, communication,
- and interpersonal skills
- A solid understanding of operations management principles, including resource allocation,
- process improvement, and efficiency optimization.
HOW TO APPLY FOR THE OPERATIONS MANAGER
- If you meet the above qualifications, skills and experience share CV on jobs@britesmanagement.com
- Interviews will be carried out on a rolling basis until the position is filled.
- Only the shortlisted candidates will be contacted.
