Deputy Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Webhelp Full time

Job Advert
Are you looking for the next opportunity for growth in your career?


We're looking for someone who is highly driven and motivated, someone who is eager to take on new challenges and lead their team toward success as our Deputy Operations Manager on an exciting campaign in our Cape Town office.


You'll need to have a keen eye for detail and strategic way of thinking, you should be a confident decision maker and solution finder, results driven and highly organised with the ability to work well under pressure.


What you'll be doing

  • Overseeing and managing team leaders to ensure adherence to quality standards, deadlines and policies and procedures
  • Ensuring that his/her segment delivers the core client metrics: AHT, CSAT, Resolution,
  • Executing certain administrative duties such as ensuring accuracy of time sheets, Crew Brief administration, Crew Briefs and agent upskill initiatives (which are critical to ensuring our People First approach)
  • Monitoring absenteeism and adherence and implements correctional measures as required
  • Providing employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
  • Challenging constructively and looking for ways to do things better and continuously improve
  • Input into performance targets in line with defined operational objectives and business outcomes, and tracks performance against these targets
  • Reviewing performance daily and identifies short term tactical solutions
  • Ensuring team leaders are proactively managing their team's performance
  • Assisting in managing and improving performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
  • Rewarding and recognises above standard performance
  • Managing underperformance and takes appropriate actions
  • Training or instructs employees in job duties or arranges for training to be provided
  • Communicating work procedures, company policies and other information to staff in a timely and professional manner
  • Supporting and communicating appropriately in times of change and leads staff through the change process
  • Driving a culture of organisational performance and service delivery within the framework of the defined Webhelp SA culture
  • Ensuring that all employees are fully compliant in all areas of compliance to the required standard, in the required timeframes
  • Achieving exceptional people metrics such as low attrition rates, staff satisfaction results, knowledge assessments, and employee engagement results

What you'll need

  • Matric
  • Excellent communication and negotiation skills
  • 12 months' experience as Team Leader in a call centre environment
  • Proven track record of achieving results
  • Clear criminal, disciplinary and credit records with a proven performance record of accomplishment
Please note that the appointment will be made in line with the company's EE plan.

After applying, you'll be sent a link to complete a quick online chat.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.

Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference:
SA02031

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