Operations Manager

About the role

To manage the performance of Level 1 and Level 2 services & support clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

What you'll do

• Manage the performance of Level 1 and Level 2 services & support clients (internal and external) and ensure that service levels are achieved
• Ensure that customer expectations are met or exceeded
• Provide regular feedback based on the periodic performance review
• Mentor and coach team and staff
• Ensure staff compliance with company policies and measures

What you need

• 12–22 yrs of experience
• Six Sigma
• Reporting
• Customer service
• Documentation
• ITIL
• Any graduate