Operations Manager
AI summary
Teleperformance (TP Kenya) is hiring an Operations Manager to lead customer service operations, manage team leads, and ensure quality service delivery for aligned accounts. The role involves scheduling, vendor management, KPI/SLA tracking, and driving operational excellence. Requires a degree or diploma, 5+ years BPO experience, and 2+ years in leadership.
- Reports to SDM; manages team leads and ensures quality customer service
- Handles scheduling, WFM coordination, and cross-trained resource allocation
- Vendor management with KPI/SLA tracking and invoicing oversight
- Requires 5+ years BPO experience and 2+ years in a leadership role
- C1 English proficiency and MS Office skills required
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Operations Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance and the role in Not specified.
- Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Operations Manager role in factory, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Teleperformance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
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Original source description
As an operations manager, you will be responsible for providing professional and focused customer service both internally and externally. Reporting directly to the SDM, the Operations Manager will ensure quality and efficient customer service to the aligned account customers.
Client POC for Operations related questions, liaison with SDM, T&Q, HR and IT.
Ensure SDM back-up when applicable.
Team ranking & team management of team leads group.
Develops and controls team leaders through weekly meetings and especially designed action plans. Collects and extracts data from the system (Client or Internal) to coordinate outliers’ improvement. Together with WFM and SDM, executes planning and scheduling to grant the best coverage.
Identifies gaps on the scheduling and tests best solutions to ensure coverage.
Ensures that schedules are aligned with real coverage.
Move resources, if needed, between cross-trained products to be aligned with customer´s requirement.
Participates to client meetings and develops improvement plans and innovative solutions to drive excellence.
Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
Vendor management of the account, driving performance and ensuring KPI’s & SLAs are met while ensuring timely and correct invoicing / payment is done. Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
In conjunction with the SDM and SDC agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement
Requirements
- Bachelor’s degree in a related field Minimum of a Diploma in relevant field
- Proficiency in MS office
- Competency in C1 English or higher and excellent grammar skills
- At least 5+ years of BPO experience, with at least 2 years in leadership a position
- Great ability of thinking outside set paths and able to provide solutions
- Highly skilled in data interpretation and analysis, PowerPoint presentations
- Creation/presentations to global audience and industry leaders Excellent problem solving, judgment and decision-making skills
- Strong organizational skills and attention to detail.
- Strong verbal and written communication skills in English (business fluent)
- We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.
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- Method of Application
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