Operations Manager
Recruit Finds
Nairobi, Kenya
Job summary
Operations Manager | TP Kenya at Teleperformance Kenya
About this role
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Operations Manager
Job Description
The Operations Manager will oversee the delivery of professional and efficient customer service for both internal and external stakeholders. Reporting to the SDM, the role will be responsible for managing operational performance, supporting team leaders, coordinating resources, and ensuring that account customers receive consistent, high-quality service.
Key Responsibilities
Serve as the main point of contact for the client on operational matters and coordinate with the SDM, T&Q, HR, and IT teams.
Provide backup support to the SDM when required.
Manage and rank the team leaders while overseeing the overall performance of the team.
Lead weekly meetings with team leaders and implement targeted action plans to improve performance.
Collect and analyze data from client and internal systems to identify performance gaps and coordinate corrective actions.
Work with WFM and the SDM on workforce planning and scheduling to maintain adequate service coverage.
Identify scheduling gaps and evaluate appropriate solutions to improve workforce coverage.
Ensure planned schedules accurately reflect actual staffing and operational requirements.
Reallocate resources between cross-trained products when necessary to meet changing customer needs.
Participate in client meetings and develop improvement initiatives and innovative solutions that enhance operational performance.
Promote operational excellence by ensuring that all procedures and processes comply with organizational policies, departmental guidelines, applicable regulations, and legislation.
Ensure the team is properly informed about operational policies and procedures and responds effectively to operational queries.
Contribute to the review and improvement of procedures to support continuous operational development and strong audit outcomes.
Manage vendors associated with the account, monitor their performance, and ensure agreed KPIs and SLAs are achieved.
Oversee timely and accurate invoicing and payment processes related to vendors.
Promote professionalism and a strong work ethic across the team.
Motivate employees and ensure good performance and contributions are recognized promptly and appropriately.
Work with the SDM and SDC to establish challenging but achievable team performance objectives and measurable targets.
Provide regular feedback and conduct honest assessments of team performance and achievement.
Requirements
Bachelor’s degree in a relevant field. A minimum of a Diploma in a relevant discipline is required.
Proficiency in Microsoft Office applications.
C1 level English proficiency or higher, with excellent grammar and communication skills.
At least 5 years of experience in the BPO industry.
Minimum of 2 years’ experience in a leadership position.
Strong ability to think creatively and develop practical solutions beyond standard approaches.
Advanced skills in data interpretation and analysis.
Ability to create and deliver PowerPoint presentations to global audiences and industry leaders.
Excellent problem-solving, decision-making, and professional judgment.
Strong organizational and time-management abilities with close attention to detail.
Excellent written and verbal communication skills in business-level English.
Application Note
Due to the high number of applications received, only candidates selected for further consideration will be contacted.