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Operations Manager | TP Kenya at Teleperformance
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (23 Sep 2026) Updated about 3 hours ago
Job Description
The Operations Manager oversees the delivery of high‑quality customer service for assigned accounts, acting as the primary liaison between clients and internal teams. Responsibilities include managing team leads, analyzing performance data, and optimizing scheduling and resource allocation. The role requires strong leadership, analytical abilities, and effective communication with stakeholders.
Qualifications & Requirements
- • Bachelor’s degree, BSc, HND or equivalent diploma
- • Minimum 5 years experience in a BPO environment
- • At least 2 years experience in a leadership or supervisory role
- • Strong analytical and data interpretation skills
- • Excellent problem‑solving, judgment and decision‑making abilities
- • Proficient in Microsoft PowerPoint and presentation creation
Required Skills
Responsibilities
- • Provide professional and focused customer service internally and externally
- • Serve as client point of contact for operations‑related inquiries
- • Liaise with SDM, T&Q, HR, and IT to address operational issues
- • Manage and rank team leads, conducting weekly meetings and action‑plan development
- • Collect and analyze data to identify performance outliers and drive improvements
- • Coordinate planning and scheduling with WFM to ensure optimal coverage
- • Identify scheduling gaps and implement solutions to align resources with demand
- • Reallocate cross‑trained resources to meet customer requirements
- • Participate in client meetings and develop improvement plans
- • Drive operational excellence across procedures and processes