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Role Purpose:

The Operations Manager will be responsible for effectively managing the Daily Operations, Team Managers and Agents that is responsible for delivering customer and Client specific requirements in a professional manner. Further responsibilities include managing and supporting the Call Centre in achieving the set input and output standards. The operations manager will also have the ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.

Experience and Qualifications:

• Grade 12/ Matric.
• Must have a clear ITC/Credit record
• Must have a clear criminal record 
• A recognised qualification in Operations Management/Customer Service.
• BPO Contact Centre Experience.
• 2 – 5 years Contact Centre Experience in a Team Leader role 
• 2 – 3 years Contact Centre Experience in an Operation Manager Role within a BPO.
• Proficiency in MS Office and Excel.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working
• International shifts from South Africa.

Key Responsibilities:

1. Management of Call Centre Delivery

• To meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs. 
• Manage, inspire and motivate a number of Team Managers to ensure operational excellence, high employee engagement and service improvement is achieved.

2. Management of Quality and Compliance

• Reviewing and assessing results of Quality and Compliance audits and recommend improvements. 
• Implement action plans to achieve required Quality and Compliance standards.
• Ensure delivery of Client KPIs/ targets including day to day service levels, customer experience, quality measures and compliance measure.

3. Performance Management

• Managing employee’s performance against targets; 
• Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent.
• Planning, organizing and controlling the team according to: Dialler efficiencies; WFM (Adherences) 
• Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution, retention, attendance etc.
• Ensuring consistent application of Level Up, AIP and PIP processes.
• Managing Stakeholders of the business.

4. Stakeholder Engagement

• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream/s.

5. Reporting

• Analyse and report on performance and strategy implementation in a clear and concise manner to various stakeholders.

Skills and Knowledge:

• Excellent leadership, people management, communication and influencing skills at a senior level.
• Experience of working in an Outsourcing or contact centre operation.
• Ability to build and maintain strong client relationships.
• Ability to demonstrate and to translate business strategy into day to day delivery.
• Setting and reviewing Quality performance standards.
• Setting and reviewing of organisational / productivity objectives in line with the commercial contract.
• Managing Client Engagement.
• Responsible for Business Continuity.
• Ability to manage and influence key stakeholders.

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