Senior Operations Manager, Durban

To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture.

Duties and responsibilities

Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets.

Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth.

Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction.

Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team.

Managers and Advisors to deliver a superior level of sales and a high quality of service.

Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment.

Forecast and plan recruitment activity by co-ordinating communication between various internal departments including

Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project

Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements

Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements

Create and maintain a strong sales culture and performance driven working environment

Communicate effectively with the team to create and maintain a motivated and challenged workforce

Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and the company's executive reports.

Qualifications

Matric

Business Management Degree is highly advantageous

Outbound&inbound contact centre operational management and strategic planning experience within a sales environment

2 years experience as a Senior Operations Manager within a Contact Centre BPO environment; OR

3 years experience as an Operations Manager within a Contact Centre BPO environment

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