Friday, November 6, 2015

Operations Manager

Our client an international consultant with a strong focus in Sub Saharan Africa, has operations in 10 countries with over 6000 employees. The company help clients with experience- centric solutions that empower them in enhancing business efficiencies, streamlining operations and reducing costs. With their internationally recognised delivery model they ensure that they bring the right local skill sets and global experience together to serve their customers better.
The Company is seeking to fill the position of Operations Manager based in Lusaka.
Reporting to: General Manager
Duties and Responsibilities:
60%
  • Ensure employees have a clear understanding of the business goals, performance expectations
  • Promotes an effective working environment
  • Provides leadership while coaching Customer Service Agents (CSAs) to improve skills and ability
  • Conducts root cause analysis to identify performance improvement areas
  • Provides continuous feedback in the areas of recognition, corrective action and succession planning
20%
  • Building team cohesiveness through staff meetings, team goal setting and brainstorming
  • Working with the Training team, responsible for the development of CSA’s including on the job training, motivation and coaching to reinforce required skills.
15%
  • Responsible for the daily operation and productivity of assigned projects
  • Consults with HR on matters of recruiting, hiring, corrective action and discharge
  • Administers company policies and procedures consistent with sound judgment and an element of fairness.
5%
  • Works on other projects as requested.
Qualification, skills and Experience
  • 6-7  years customer service supervision/management experience, in a call centre environment.
  • Good level of understanding of the operations process with respect to manpower scheduling, workflow, efficiency, occupancy, project cost analysis, ACD applications.
  • Client and Customer Focus
  • Developing Others
  • Communication Skills
  • Performance Focus
  • Technical Applications
  • Graduate / Post Graduate degree in Management
How to Apply
If this position excites you, please send in your CV and application letter with 3 traceable references one of whom should be your current or former employer by COB Friday 8th May 2015 to info@modehrsolutions.com .
We appreciate all those who will apply for the position however we regret that only shortlisted candidates will be contacted.
Posted by at

No comments:

Post a Comment

Subscribe to: Post Comments (Atom)