Entreprise
Webhelp est leader européen de l’externalisation de la relation client. Fort de ses 100 000 collaborateurs, Webhelp accompagne plus de 1300 clients mondiaux de premier plan dans plus de 55 pays répartis sur plus de 200 sites de production et 40 langues avec une large offre de services : vente BtoC et BtoB, acquisition et fidélisation, service client, gestion des médias sociaux, enquêtes et sondages, services financiers…
Au Maroc, Webhelp compte plus de 10 000 collaborateurs répartis sur 11 sites dans les villes de Rabat, Salé, Kénitra, Fès, Meknès, Agadir et Marrakech. Chaque jour, nos collaborateurs contribuent au succès de notre groupe et œuvrent pour offrir une expérience client toujours plus satisfaisante.
Convaincus que notre réussite passe par celle de nos collaborateurs, nous mettons tout en œuvre pour optimiser leur potentiel et leur permettre d’effectuer leur travail dans un environnement favorisant l’équilibre vie privée/ vie professionnelle. A ce titre, nous mettons à leur disposition plusieurs commodités et avantages sociaux : restauration sur site, salles de sport et de détente, gaming zone, crèches ou subventions de crèches, assurance santé, plan de retraite….
Nous attachons également une importance forte au développement des compétences de nos collaborateurs et à leurs plans de carrière dans un principe d’équité. 80% de nos managers actuels sont issus de la promotion interne.
Notre succès est la passion de nos collaborateurs et de nos clients.
Webhelp Maroc a reçu le label MEILLEUR EMPLOYEUR DE L’ANNEE 2018.
Adresse
43, Bd Ibn Sina
Poste
and find real career development opportunities.
More than your past experience, your motivation and personality will make the difference!
Join our team and show off your talent!
Mission:
As an Operations Manager in Webhelp, you have a key role and are responsibility to lead, coach and follow up team leadership within your assignment.
You must align your work to the client’s requirements as well as global standards and internal procedures. Analysing and evaluating results to drive and deliver stable results whilst working effortlessly on improvements, are key elements of your everyday work.
You are responsible for financial budgeting, operational performance and follow-up as well as Employee and Client Satisfaction. Your mission is to secure a thriving, profitable, and efficient place to work.
Reporting to the Head of Project, the Operations Manager will be responsible for :
• Analyze production indicators to identify drivers of improvement
• Follow the margins/efficiency and implementation of action plans
• Analyze capability forecasts and ensure optimal utilization of production positions available
• Ensure compliance with quality processes and standards
• Monitoring turnover, absenteeism and supervisory rates on its activities and steering action plans required
• Ensure the availability of the means of production (equipment, tools…)
• Animate, motivate and retain teams
• Relay the company's strategy to its employees and communicate all the objectives of the project
Profile recherché
Skills and experience required
• Academic Degree in Management or similar
• Professional Experience of 3/5 years as Operations Manager acquired in the customer service sector
• Proficiency in english and french is a must
• Experience in budget management/P&L/Operating accounts
• Strategic Vision
• Excellent Leadership and communication Skills
• Analysis and synthesis Skills
• Decision Maker and goals/results oriented
• COPC Implementation Lead Certificate and Six-sigma Certificate are a merit
• Good knowledge of Word, Excel, PowerPoint
Benefits
• Competitive salary
• Multicultural environment & stable work
