Call Center Operations Manager

Details of the offer

At 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 DoingDo you have a passion for leading, mentoring and coaching? In this role, you'll support and motivate your team to ensure they're on track to meet client and business goals. You'll have responsibility for the operational direction and financial performance of the business.You'll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.You'll report to the Senior Operations Manager and encourage your team to resolve issues, accomplish goals and influence their career mobility.Your Accountabilities and ActivitiesSupporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business.Direct management and development of the junior management team.Development of the operational talent pool through effective succession planning.Identification and implementation of operational best practices through interaction with TTEC teams.Supporting the introduction of new business for maximum revenue generation.Contributing to operational elements for new bids and services.Accountability for operational performance and exceeding metrics and KPIs.Creating an environment where employees feel like stakeholders.Effective stakeholder management and client relationship building.Overseeing forecasting, planning, and real-time delivery of manpower.Working with Recruitment and Learning teams to define recruitment and training needs.What You Bring to the RoleA minimum of 4 years call center management or equivalent experience.Promote a performance-driven culture.Support your team with proper tools and systems for day-to-day tasks.Consistently mentor and inspire others.Customer-focused mindset.Ability to interpret and manipulate data for reporting.Process and change management experience.Strong people and client leadership skills.What You Can ExpectKnowledgeable, encouraging leadership. Diverse and community-minded organization. Career growth and learning opportunities. Competitive compensation, performance bonuses, and benefits.About TTECOur business is about making customers happy. Since 1982, we've helped companies build engaged, 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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