DKS Senior Operation Supervisor

Job Description:

Know, understand, and incorporate the Digikala Service philosophy, value and vision in all business behavior, practice and decisions

Maintain advanced, up to date working knowledge of Digikala Service customer requirements, product lines, distribution methods and delivery requirements

Lead day to day activities and allocate resources to be updated

Develop and maintain positive working-relationships with external customers and all inter-working departments and personnel

Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to return information/status, and/or the plan of action to support customer requirements 

Lead in depth root cause analysis in an attempt to resolve escalated / complex customer issues in alignment with established company policies, procedures, and work instructions

Assist in developing policies and procedures to optimize warranty and installation operational activities to achieve business objectives

Support the development and update work instructions, job aids, and/or department training, as assigned

Establish, communicate, and measure operation team's performance expectations Key Performance Indicators (KPI's) to align with established business objectives

Hire, mentor, train and develop staff in provision of the highest levels of quality 

Update department work instructions and improve process flow.

Carrying out technical coordination and prepare instructions

Ensuring all operations are carried on in an appropriate, cost-effective way

Improving operational management systems, processes and best practices

Helping the organization’s processes remain legally compliant

Formulate strategic and operational objectives

Examine financial data and use them to improve profitability

Manage budgets and forecasts

Perform quality controls and monitor production KPIs

Find ways to increase quality of customer service


Job Requirement:

Bachelor's degree in Business, Operations Management or related field

At least 5 Years of proven operation management experience, Relevant work experience, is preferred

Technical knowledge of mobile warranty process (repair ability is a plus)

Demonstrated ability to develop and maintain long standing customer relationships

Demonstrated ability to train and mentor others to excellence

Demonstrated ability to be results-driven and profitability-minded 

Strong verbal, written communication and presentation skills, with emphasis in Quality and Customer Service

Maintain excellent organizational and time-management skills, with strong follow-through and perseverance to handle multiple tasks simultaneously

Maintain excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers

Ability to be detailed oriented and perform in-depth account research, if required

Maintain clear and accurate data entry, documentation and reporting skills, as required

Maintain strong competency working with integrated data systems, Microsoft Office 

Ability to navigate and root cause opportunities to seek resolution.

Strong ability to handle ambiguity and adapts readily and easily to changes

Have the willingness to discover and develop new things.

Ability to cope up with multiple projects and deadlines.

Have the leadership skills and the ability to motivate and energize the fellow team members.

Ability to tackle with diverse customers and the situations as well.

Knowledge of organizational effectiveness and operations management

Experience budgeting and forecasting

Familiarity with business and financial principles

Excellent communication skills

Leadership ability

Outstanding organizational skills