Job Description - Call Center Operations Manager (03Z6F)Call Center Operations ManagerOperations Manager – Cape TownAt TTEC, we're all about the Human Experience. Elevated. As an Operations Manager / Service Delivery Manager Cape Town, SA you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.What You'll be DoingSupport and motivate your team to meet client and business goals.Responsible for the operational direction and financial performance of the business.Manage, inspire, and motivate a number of junior managers to ensure operational excellence.Report to the Senior Operations Manager.Act as a leader to encourage and motivate your team to resolve issues and accomplish goals.Define the Operational strategy for long-term development and success.Direct management and development of the junior management team.Optimize the skills of the existing team through effective succession planning.Identify and implement operational best practices.Support the introduction of new business for maximum revenue generation.Contribute to operational elements for new bids and services.Ensure operational performance exceeds targets and KPIs.Create an environment where employees feel like stakeholders.Manage stakeholder relationships and build trust with clients.Oversee forecasting, planning, and real-time delivery of manpower.Work with Recruitment and Learning and Development teams to define specific recruitment and training needs.What You Bring to the RoleA minimum of 4 years call center management or equivalent work experience.Promote a performance-driven culture.Engage and support your team with proper tools and systems.Mentor and inspire others.Customer-focused mindset.Ability to interpret and manipulate data for reporting.Experience in process and change management.Strong people and client leadership skills.Stakeholder management experience.What You Can ExpectKnowledgeable, encouraging, and supportive leadership.Diverse and community-minded organization.Career growth and learning opportunities.Competitive compensation and performance bonus opportunities.Benefits that may pleasantly surprise you.About TTECOur business is about making customers happy. Since 1982, we've helped companies build engaged, pleased, and profitable customer experiences powered by our combination of humanity and technology. TTEC is proud to be an equal opportunity employer committed to building a diverse and inclusive workforce.
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