Operations Internal Support & Experience Manager

Job Location

Cairo

Deadline

December 30, 2021

Department

Community Support

About the job

Job Brief


An operations support manager provides high-level technical support, performance tracking for staff and onboarding journey for new joiners including supervising employees, assessing the efficiency and technical proficiency of the team, and ensuring staff safety, may also direct the department in resolving operational issues, Building and ensure providing a world class retail experience in the premises


Responsibilities & Duties

  • Motivate team members on the Ops team and Ops Support team

  • Resolve department day to day issues with colleagues and 3rd parties.

  • Responsible for maintenance and monthly review of Training Matrix hi-lighting any training needs to the Ops Manager

  • Fully responsible for ensuring Payments & Third Party invoice process is completed in a timely manner.

  • Creating and managing an onboarding journey for all Ops teams, workers , drivers , delivery agents , and movement

  • Monitoring Ops teams performance on a weekly basis based on pre-agreed performance and quality engine and scoring mechanism.

  • Creating a support channel that is accessible, reliable and consistent

  • Building & providing a retail experience for the staff and third parties.

  • collect and analyze metrics, provide reports regularly, and assess the support team's efficiency and proficiency

  • Generate and analyse Missed Opportunity Findings to the Ops Manager on a fortnightly basis.

  • Weekly updates on team activity to Ops Manager

  • Carry out Department Appraisals including identifying any training needs

Requirements

  • 2 to 3 Years Proven working experience as a Support Manager,

  • 5 Years Experience in providing customer service support

  • Excellent knowledge of management methods and techniques

  • Proficiency in English

  • Working knowledge of customer service software, databases and tools

  • Ability to think strategically and to lead

  • Strong organisational skills to react to suit operational support requirements,

  • High level of accuracy in checking & processing information  Ability to form good relationships with colleagues, clients and vendors, Able to work on own initiative,

  • Make effective decisions and as also work as part of a team  ensuring a positive flexible attitude