Senior Operations Manager
Cape Town, Western Cape
Full-time, Permanent Position
R55 000 CTC Per Month, Plus Medical Insurance and Group Cover
About our Client:
Our client is a forward-thinking and innovative company, dedicated to delivering exceptional customer experiences. They are committed to fostering a dynamic and inclusive work environment that values teamwork, continuous improvement, and customer-centricity.
Why join them?
Our client prioritises putting customers and communities first, embraces change with innovation, and thrives through teamwork. In joining them, you will be part of a values-driven and dynamic workplace.
About the role:
Our client is seeking an experienced Call Center Operations Manager to oversee the profitability and management of their large and complex call center operations. This role involves strategic direction, client relationship management, and ensuring the achievement of key performance indicators and metrics.
Requirements:
Bachelor's Degree in any course, preferably Business or Business Management;
Completion of all PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen;
Three to five years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity;
Strong leadership, client relations, communication, strategic thinking, and problem-solving skills, with the ability to manage projects, multitask, and work independently.
Key Responsibilities:
Profitability and Management: Manage the profitability of multiple lines of business (LOBs), clients, and programs. Ensure client-specific KPIs and targets are met;
Client Relations: Act as the primary interface with clients, maintaining effective and cordial relationships. Translate client requirements into actionable plans and proactively address their needs;
Team Leadership: Direct and motivate operations teams to achieve performance goals. Ensure adherence to processes and procedures while continuously improving metrics;
Operational Excellence: Oversee staffing levels and company policies to ensure smooth operations. Recognise and reward top performers with incentives and non-monetary rewards;
Performance Management: Conduct performance planning, appraisals, and feedback activities. Document performance evaluations and coordinate with internal support functions;
Strategic Guidance: Provide strategic direction for growth, process improvements, and new business opportunities. Align with the organisation's overall business strategy;
Budget Management: Participate in budgeting processes and manage costs within budget guidelines. Monitor expenses efficiently;
Morale and Productivity: Maintain high morale and productivity levels within teams. Mentor, coach, and counsel team members to align with company vision, mission, and values.
Additional Responsibilities:
Assume AGM responsibilities in the absence of the Director of Operations, including full P&L responsibility for managed LOBs, clients, programs, and accounts.
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