Operations Manager (Contact Centre Manager), Cape Town

Overview Job Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications Qualifications and Experience

Previous Mid/ Senior Managerial experience (Essential)

Previous US working experience

Sales Through Service background is essential

Strong Excel skills

Lean six Sigma background advantageous

Bachelor’s degree or equivalent experience in a call centre or business-related field

Training Background (Preferred)

Minimum 5 years of work experience in Business Process Off-shoring.

Minimum 3 years’ Contact Centre Management experience in international Voice/Email/Chat/Tech Support business

Proven experience in management of a contact centre

Experience in KPI Management

Matric/ Equivalent

Responsibilities Main Responsibilities (but not limited to)

Analyse and maintain all Service Level agreements; implement improvement plans as needed

Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)

Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).

Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.

Create and maximize the relationship with The Client.

Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.

Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.

Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.

Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements.

Attend business reviews with the Client.

Effectively manage a team of team leaders.

Competencies&Skills Required

Solid understanding of how Quality can influence achievement of business objectives

Have an excellent command of the English languageStrong motivational skills to develop people’s attitudes and skills

Excellent communication skills to impart knowledge and information

Committed, enthusiastic, positive and resilient

Able to cope in a high‑pressure environment

Comfortable with adapting to fast paced change

Ability to troubleshoot and solve problems through data analysis

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