Head of Operations

2 weeks ago

مصر, Egypt Absolute Data Services Full time

We require a Head of Operations to join our team in Egypt

This role reports to the CEO

**Years of Experience**:15 +years

**Responsibilities**:
We are looking for an experienced Head of Operations to organise and oversee the daily operations of our company. You will be the one to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people.

The area of responsibility for this role is vast and thus requires thorough knowledge of various company processes.

Oversee day-to-day operations, including inbound and outbound processes, quality control, and workforce management.

Monitor and analyse performance metrics to identify areas of improvement and implement corrective actions.

Use data-driven insights to make informed decisions and drive improvements.

Develop and implement strategic plans to achieve operational goals and objectives.

Drive initiatives for continuous improvement and efficiency optimisation.

Implement best practices in service delivery including Lean, Agile, Six Sigma, Kaizen etc.

Develop, knowledge, skills, capabilities, and experience in the teams that allows for broader and newer service offerings and hence new processes to be onboarded into the organization.

He-She must be an excellent leader who can discover the most efficient ways to run the business.

The goal is to safeguard and augment the efficiency of the company’s operations to facilitate accelerating development and long-term success.

Plan and monitor the day-to-day running of the business to ensure smooth progress. Supervise staff from different departments and provide constructive feedback.

Develop and manage budgets, control operational costs, and identify opportunities for cost reduction without compromising service quality.

Review financial information and adjust operational budgets to promote profitability. Revise and-or formulate policies and promote their implementation.

**Required Skills**:
Excellent organizational, Strong leadership and people management abilities.

Outstanding communication and people skills Knowledge of industry’s legal rules and guidelines.

Should have abilities to improve processes and service delivery strategies from a leadership, work force management, quality, recruitment and HR perspective.

Proven experience in BPO operations management, with a track record of success in international BPO environments.

Excellent communication and interpersonal skills.

Analytical and strategic thinking abilities.

Knowledge of industry-specific tools, technologies, and best practices.

Ability to work in a fast-paced and dynamic environment.

Exceptional problem-solving skills.

**KRA**:

- Client Net Promoter Score (NPS)
- SLA Compliance Rate
- Implement cost-saving measures to improve operational efficiency without compromising quality.
- Maintain high-quality standards by achieving and sustaining a specified quality score.
- Drive revenue growth through process improvements, upselling, and cross-selling opportunities.
- Optimize processes to reduce TAT and enhance customer experience.
- Develop strategies to retain existing clients and prevent churn.
- Continuously identify and implement process improvements to enhance efficiency and quality.
- Process Scalability

**Job Types**: Full-time, Permanent

**Salary**: E£40,000.00 - E£50,000.00 per month

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