Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa TTEC Full time
Operations Manager-03NBO

Description:

Operations Manager - Cape Town
At TTEC, we're all about the Human Experience. Elevated.

As an Operations Manager based on-site in Cape Town 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 Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals.

You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call.

You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

You'll report to the Senior Operations Manager.

We're looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.


During a Typical Day, You'll

  • Improve the key success metrics associated with goals

These include:

  • Customer Satisfaction Score
  • Service Level Goals
  • Quality Goals
  • Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
  • Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

  • Minimum 1 year call center or equivalent work experience
  • Continuously promote a performancedriven culture and always work towards reaching for amazing
  • Engage and support your team in making sure they have the proper tools and systems to accomplish daytoday tasks
  • Consistently mentor and inspire others
  • Customer focused mindset
  • Understanding, interpreting, and manipulating data for reporting

What You Can Expect

  • Supportive of your career and professional development
  • An inclusive culture and community minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • Ask us about our paid time off (PTO) and wellness and healthcare benefits
  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day.

These exceptional customer experiences start with you.

Notice to external Recruiters and Recruitment Agencies: TTEC does not accept unsolicited headhunter and agency resumes. Headhunters and recruitment agencies may not submit resumes/CVs through this web site or directly to any employee. TTEC, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TTEC.

LI-EH1

Job:
Operations / Business Support

Primary Location:
Cape Town

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