Operations Excellence Supervisor

Job Description

<strong>Responsibilities</strong><p><br></p><ul><li>Implement new processes. </li><li>Monitoring all operations metrics with solid reporting “Actionable insights. </li><li>Maintain effective work streams by working with the different internal departments. </li><li>Conduct an Audit to ensure compliance with operations process &amp; procedures and performance reviews. </li><li>Understand business needs and objectives. </li><li>Reviewing Quality, Training &amp; operations performance standards. </li><li>Ensure that the team implements company values, and objectives and follows all policies, regulations, and procedures according to COPC standards. </li><li>Stay up to date on new trends &amp; operations performance best practices. </li><li>Analyzing data to identify areas of improvement in the organization, such as customer satisfaction, employee retention rates, or operational costs. </li><li>Reviewing tasks, responsibilities, objectives, and KPIs for the team members that will help to fulfill the departmental objectives as well as the corporate objectives. </li><li>Conduct Training sessions, mentoring, and guiding team members in new processes according to COPC standards. </li><li>Analyze &amp; gather data &amp; requirements and assess process change using interviews, document analysis, workshops, surveys, and workflow analysis. </li><li>Implement COPC principles and processes across the company. </li><li>Cooperate with the internal department to enhance productivity, and staff satisfaction &amp; identify opportunities for cost reduction. </li><li>Provide feedback and recommendations to the management. </li><li>Cooperate with stakeholders to set an action plan for each account according to the RACI model and follow up to ensure the progress within the deadline. </li><li>Support ongoing improvement efforts to meet and exceed customer requirements in a fast-paced environment. </li><li>Performs miscellaneous job-related duties as assigned. </li></ul><p><br></p><strong>Requirements</strong><p><br></p><ul><li>Bachelor’s degree. </li><li>Level of English: Excellent Level. </li><li>Experience in 5 years minimum</li><li>Excellent verbal &amp; written communication</li><li>Good business acumen</li><li>Good knowledge of the COPC &amp; Six Sigma</li><li>strong analytical skills</li><li>identify and solve varied business problems</li><li>Advanced knowledge of the call center industry (systems, processes, techniques)</li><li>Proficient in Microsoft Office. </li><li>Strong coaching and leadership skills,</li><li>Self-motivated, disciplined, and organized. </li><li>Able to work under limited supervision and meet the deadlines</li><li>Ability to meet targets and deadlines while maintaining a professional standard. </li><li>Excellent communication skills in terms of speaking clearly and persuasively in positive or negative situations</li><li>Strong prioritization &amp;influencing skills</li><li>Strong change management skills</li><li>Strong presentation skills</li></ul>