DUTIES AND RESPONSIBILITIES: The Operations Manager will be responsible for the seamless management and coordination of day-to-day operations for the Call Centre, Own Delivery, and 3rd Party Delivery services. This role requires a strategic thinker with strong analytical skills and an in-depth understanding of the QSR franchising business modelThe successful candidate will ensure efficient and effective operations while maintaining close relationships with strategic service providers and partners to optimise the operational performance across the brandCall Centre Operations:Oversee the daily operations of the call centreEnsure customer inquiries and orders are handled efficientlyImplement strategies to improve customer service and call centre efficiencyManage and train call centre staffOwn Delivery Operations:Manage the company's delivery fleet and operationsDevelop and implement delivery schedules to optimize efficiencyEnsure timely and accurate delivery of ordersMonitor and improve delivery performance metrics3rd Party Delivery Operations:Coordinate with third-party delivery service providersMonitor and evaluate the performance of third-party servicesEnsure compliance with company standards and policiesResolve any issues related to third-party deliveriesCollaboration with Service Providers:Maintain strong working relationships with service providers such as Yumbi, Data Smith, Mr. D, Uber, and LularidesNegotiate contracts and agreements with service providersCoordinate integration of service provider platforms with the company's systemsFinancial Analysis and Reporting:Analyze labour costs and prepare financial reportsSubmit income statements and operating cost reports for the call centreDevelop and manage budgets for call centre and delivery operationsIdentify cost-saving opportunities and implement cost control measuresStrategic Planning and Execution:Develop and implement operational strategies to enhance service deliveryMonitor industry trends and adapt strategies accordinglyLead projects to improve operational efficiency and customer satisfactionCompliance and Quality Assurance:Ensure compliance with all relevant laws, regulations, and company policiesImplement quality assurance processes to maintain high standards of serviceREQUIREMENTS: Higher certificate or diploma in Business Administration, Operations Management, or a related fieldMinimum of 3 years' experience in operations management, preferably in the QSR industry- AdvantageousMinimum of 2 years' experience in external relationship management or client relationsMust be experienced in dealing with and resolving issues with irate customersStrong analytical skills and proficiency in financial analysisStrong understanding of the QSR franchising business modelExcellent leadership, communication, and interpersonal skillsProven ability to manage multiple projects and meet deadlinesAbility to work collaboratively with internal teams and external service providersProblem-solving mindset with a focus on continuous improvementHighly proficient in MS Excel, PowerPoint and TeamsExperience with CRM and call centre managementOwn vehicle, with ability to travel to various store locationsWillingness to work long hours aligned to business trading hours, and be available on weekends to attend to emergencies, and support the team during peak trading hours
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