ATS - Applicants Tracking System

Simply Intuite.

Operations Manager

FullTime Kenya, Nairobi Posted 06/03/2023, 6 months ago

Industry: Service

Role: Operations

Salary Range: Confidential

Closing: 31/03/2023

Client: Confidential

Position: Operations Manager

Location: Nairobi.

Reporting to: Operations Director


Our client who is in the high-tech space offering global technical services is looking for a Operations Manager to join their vibrant team in Nairobi.


  • 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.





  • 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.