Operatins Head

Job Description & Specification:
This position provides leadership for all BPO and KPO Operations and is responsible for the same. The Operations Head ensures Service-Level Agreements (SLAs) and Statements Of Work (SOWs) with customers are measured, monitored and met; develops secondary metrics to monitor load versus capacity, work-in-house, employee efficiency, quality and other leading indicators; uses these same indicators to plan for company-wide capacity; and monitors project profitability and takes steps to maximize these within the bounds of the SLAs and SOWs. He/She mentors management personnel on using metrics/tools and develops “situational awareness” on whether the customer’s needs are being met and are likely to be met in the near future.

Provides leadership for all BPO and KPO personnel within the organization, and ensures that the entire group functions optimally to enable them to meet customer needs.
2. Sees to the satisfaction of all BPO and KPO customers by ensuring that all SLAs and SOWs are adhered to; and where documentation does not exist, ensures that internal memos are created to document expectations.
3. Creates metrics to measure adherence to the SLAs/SOWs, reports on these metrics, and flags exceptions to enable attention and resources to be focused on problem areas.
4. Creates secondary metrics to serve as leading indicators on whether problems are developing that will result in the SLAs/SOWs not being met. Examples of these are incoming work, outgoing work, work level in house, employee output, internal quality measurements and similar metrics.
5. Educates management employees on the use of these metrics to manage operations; and educates non-management employees so they understand their goals.
6. Develops “situational awareness” among managers using these tools: Are we falling behind in our deliverables? Is the quality decreasing? Are problems building up?
7. Ensures per-project profitability within the bounds of the SLAs/SOWs; monitors profitability and take steps to improve profitability or avoid losses like workflow modification, automation, relocation and similar actions.
8. Ensures two-way communication with customers; and is aware of customer concerns and pain points while also providing feedback, information and concerns (e.g. not enough work,need more staff, etc.).

Skills:

- Microsoft Office : Professional

Languages:

- English : Excellent

**Job Details**:
Country:
EGYPT

City:
Cairo

Area:
Maadi

**Job Type**:
Full Time

Industry:
Call center / Contact center,

Gender:
Salary Negotiable:
Yes

Age From:
35

Age To:
45

**Experience**:
7 - 10 Years

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