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Operations Manager

3 months ago

Lagos, Nigeria Tek Experts Full time

Overview

  • We’re in search of an Operations Manager to hold a strategic role in our company, overseeing the distribution of resources throughout Tek Experts.
  • This role is accountable for monitoring and achieving all performance targets and ensuring we strategically meet all SLAs agreed upon with our clients in a global way.
  • You will coach and develop team managers, drive overall employee engagement, and ensure financial targets are achieved while building and maintaining relationships with key client contacts.

Responsibilities

  • Our operations team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe.
  • First-level Support Engineers work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing.
  • To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.

This role will:

  • Ensure that all targets and SLAs are met at a global level.
  • Deliver the business plan, aligning customer and Tek Experts strategy while maximizing operational excellence.
  • Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
  • Implement process improvements, including change management, to enhance performance for clients or reduce costs for the company.
  • Ensure the right balance of resources to maintain service delivery within agree-upon budgets.
  • Drive business strategy for your site to maximize operational excellence in accordance with the overall organizational strategy.
  • Implement operational processes to successfully manage site activities and seek out cost-effective solutions that improve strategic and tactical operations.
  • Coach, mentor and inspire the first line management team to live the Tek Experts values and achieve high employee engagement, to work with people, to structure teams, and to evaluate team performance.
  • Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
  • Develop and implement KPIs to measure effectiveness and ensure business goals are met.
  • Build managerial capability within the management team and pipeline related to the employee lifecycle.

Qualifications

Dynamics is a good fit for you if:

  • You’re creative, adaptable and have strong problem-solving skills.
  • You’re customer-obsessed, take the initiative and exceed expectations.
  • You’re a fast learner interested in understanding our products.
  • You’re proficient in both written and oral English.

In this role:

  • 5 – 10 years of experience in a BPO, technical support, software support, IT operations or infrastructure services are required, with at least 3 years of managing Team Managers.
  • Must have completed the compulsory 1-year NYSC or have an exemption certificate.
  • A Bachelor's or Master's Degree in Business Administration, Projects, Economics or a related field is preferred.
  • Experience in supporting cloud-based technologies is helpful.
  • Excellent understanding of technology-based environments and solutions is required.
  • Certification in MS Azure, MCSE, CCNP, Linux, and/or in the core team technologies is preferred.
  • Strong organizational, planning, leadership, and management skills to motivate and develop employees are required.