Operations Excellence Supervisor

؜ - ؜Cairo ؜ -
Advertiser's site

Job details


  • Implement new processes.

  • Monitoring all operations metrics with solid reporting "Actionable insights.

  • Maintain effective work streams by working with the different internal departments.

  • Conduct an Audit to ensure compliance with operations process & procedures and performance reviews.

  • Understand business needs and objectives.

  • Reviewing Quality, Training & operations performance standards.

  • Ensure that the team implements company values, and objectives and follows all policies, regulations and procedures according to COPC standards.

  • Stay up to date on new trends & operations performance best practices.

  • Analyzing data to identify areas of improvement in the organization, such as customer satisfaction, employee retention rates, or operational costs.

  • Reviewing tasks, responsibilities, objectives and KPIs for the team members that will help to fulfill the departmental objectives as well as the corporate objectives.

  • Conduct Training sessions, mentoring, and guiding team members in new processes according to COPC standards.

  • Analyze & gather data & requirements and assess process change using interviews, document analysis, workshops, surveys, and workflow analysis.

  • Implement COPC principles and processes across the company.

  • Cooperate with the internal department to enhance productivity, and staff satisfaction & identify opportunities for cost reduction.

  • Provide feedback and recommendations to the management.

  • Cooperate with stakeholders to set an action plan for each account according to RACI model and follow up to ensure the progress within the deadline.

  • Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment.

  • Performs miscellaneous job-related duties as assigned.
    Requirements

  • Bachelor's degree.

  • Level of English: Excellent Level.

  • Experience in ‎5 years minimum

  • Excellent verbal & written communication

  • Good business acumen

  • Good knowledge of the COPC & Six sigma

  • strong analytical skills

  • identify and solve varied business problems

  • Advanced knowledge of call center industry (systems, processes, techniques)

  • Proficient in Microsoft office.

  • Strong coaching and leadership skills,

  • Self-motivated, disciplined and organized.

  • Able to work under limited supervision and meet the deadlines

  • Ability to meet targets and deadlines while maintaining a professional standard.

  • Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations

  • Strong prioritization &influencing skills

  • Strong change management skills

  • Strong presentation skills

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Job Summary

  • Advertiser: Majorel Egypt
  • Announcement date: 10/04/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Cairo
  • Salary: -
  • Phone number: -

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