Flexi-Personnel Operations Manager Jobs in Kenya

Flexi-Personnel Operations Manager Jobs in Kenya

Job Purpose & Summary:
Our client who is in the high-tech space offering global technical services is looking for an Operations Manager to join their vibrant team in Nairobi.

Key Responsibilities and Duties

Applies and tracks key performance metrics through an established scorecard to ensure the effectiveness of service delivery and alignment to achieve business strategy and goals.

Partners with other senior management team members to drive integrated talent management, development, compensation, and performance management strategies to build internal and external talent pipelines, ensuring a sustainable bench of growing and ready-now talent for key positions for the organization.

Establish a high standard for productivity, quality, and customer service as well as define user guidelines.

Develop company systems for customer interaction and voice/chat response and control the implementation process.

Ensure Performance and Talent Management drive the achievement of business goals through objective and development plan setting, performance appraisals, and talent development.

Promote and foster a culture and environment that is productive, open, empowering, safe, and equitable and coach others to behave and make decisions in line with the core values.

Develops and implement change plans, managing the business readiness to change and the existing and new

strategic and cultural issues.

Summarize, collect, and analyze customer service trends and data for regular performance reports.

Oversee system maintenance and upgrade implementation. Call for analysis, auditing, requisition, procurement, implementation, and troubleshooting as needed.

Maintain consistent professional improvement through company-provided workshops, tracking industry trends, and active participation in industry projects.

Qualifications:

Education/knowledge and Experience

Bachelor of Finance, Business Administration or Commerce

MBA in the same field is an added advantage.

At least 5 years’ experience in a call center or BPO operational & functional areas with at least 2 years in a management role.

Competency and Technical Skills

Strong analytical and technical skills

Project management

Strong communicator and presentation skills

How to Apply

To apply visit ats.flexi-personnel and submit your application or send your CV to careers@flexi-personnel.com

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