Summary
Date Posted: Thursday, July 28, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Qssr-Om-Operation Manager
About This Job:
Q-Sourcing Rwanda Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Rwanda, Uganda, Kenya, Tanzania and South Sudan.

On behalf of our client providing call center services, we are looking for competent, skilled, and experienced Operation Manager to work in Kigali

Duties And Responsibilities
Ensure efficient operation of the campaign teams
• Respond to escalated customer and system issues from Team Leaders
• Continually evaluate Team Leader performance and conduct regular quality assurance checks of calls and adherence to client processes and procedures
• Ensure Agents and Team Leaders are paid according to Company incentive and commission schemes
• Recruit new employees (Team Leaders) and ensure appropriate training of new employees
• Liaise with the client on campaign issues such as new scripts, product changes and process improvements
• Adhere to the Operations Manager Operating Rhythm and monitor adherence to the Team Leader Operating Rhythm

Management of the Team Leaders
• Provide daily direction and communication to Team Leaders on campaign performance through regular team talks
• Assist with workforce planning issues
• Assist Team Leaders with warnings and appropriate corrective action for discipline and performance issues.
• Coach Team Leaders on workforce issues
• Work with Team Leaders to determine training needs for Agents and Team Leaders.
• Provide a Subject Matter expert role

Ensuring continuous improvement of campaign
• Implement methods to improve team operations, efficiency and service to customers and clients.
• Analyse statistical and performance feedback on teams and coach Team Leaders on performance improvements
• Ensure employees have access to appropriate training and other resources to perform their jobs.
• Provide input into work procedures and processes that support the company and/or departmental procedures.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

Financial Management
• Collate and recommend Overtime
• Propose incentives for the team for Line Manager approval.

Level of Authority
• Works according to standard guidelines and accepted work practices / norms
• Refers issues not covered by procedures or prior experience to the line manager
• May refer to regulatory requirements, service level agreements and company procedures prior to referring the matter to the line manager.
• Planning time frame is typically 1-3 months

Size

Operations Managers generally have 5-7 Team Leaders working for them with a ratio of 1 Operations Manager to 70-90 agents.

Usually work in a team of up to 6-7 colleagues of a similar level.

Role Dependant – budget / single vs multiple customer base – refer to complexity matrix Experience, Knowledge And

Qualifications
• KCSE Certificate or equivalent.
• Tertiary education or equivalent NQF level 5 qualification preferable
• Excellent verbal and written communication skills
• 2-3 years’ experience as a Team Leader in a Call Centre environment
• 1 years’ experience as a Operations Manager in a call centre environment
• 6-12 months’ experience in Financial analysis and forecasting
• A good understanding of data / dialler strategies or inbound operation

Essential Requirements
Flexible and able to work shifts
• Insurance or Banking experience is advantageous
• Computer Skills
• Degree or Diploma is an added advantage


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
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