Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Odity South Africa Full time

Operations Manager Position
**Office based

  • Cape Town, South Africa**
    WHO ARE WE?
At Odity, we are experts in customer relations.

We help brands that trust us to take care of their most valuable asset:
their customers.


We are a multicultural team of 1,500 employees based in 10 offices located around the world: New York, London, Brussels, Paris, Milan, Antananarivo, Cape Town, Hong Kong, Shanghai and Tokyo.

Today we work in synergy with more than 350 brands as close as possible to their customers in the luxury, lifestyle, fashion, automotive, insurance, banking and media sectors.


Our mission:

to transform every interaction with the customer into an opportunity to create value and cultivate the uniqueness of the brand.

In concrete terms, we manage the omnichannel relationship across all of the brand's touchpoints (pre-sales, sales and after-sales) on the customer's preferred channel and language of communication.


Our brand ambassadors respond to the daily requests of customers by providing a dimension of listening, empathy, proximity, and advice.


JOB DESCRIPTION


Odity Cape Town is currently looking for an essential profile: a Cape Town based
Operations Manager to oversee the Contact Centre Operations for multiple local and international clients.


The Operations Manager (OM) is responsible for the daily running and management of the centre through the effective use of resources, technology, and processes, responsible for meeting and setting customer service targets as well as planning areas of improvement or development.

The Operations Manager ensures that contacts are answered by staff within agreed time scales with a high degree of quality, fulfilling all SLA (Service Level Agreements).

Ultimately the OM services the customers by planning and implementing contact centre strategies and operations, improving systems and processes, and managing staff within the operations environment thus ensuring client satisfaction and success.


I am intrigued. What would I be required to do concretely?
Under the management of the Site Director, you will be responsible for the following:

  • Plan, implement, and meet performance/SLA targets as per client requirements.
  • Managing the daily running of the contact centre wrt people, process, and technology.
  • Liaising with team leaders, ambassadors, and other internal and external parties to gather information and resolve issues.
  • Maintaining uptodate knowledge of industry developments and involvement in networks.
  • Monitoring random contact interactions to improve quality, minimise errors and improve processes.
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording and interpreting of statistics and the performance levels of the centre and preparing reports.
  • Handling the most complex customer complaints or enquiries.
  • Organising staffing, including shift patterns and the number of staff required to meet demand work force management.
  • Coaching, motivating, and retaining staff and coordinating bonus, reward, and incentive schemes.
  • Be responsible for the Quality Assurance outputs of the team.
  • Forecasting and analysing of data.
  • Improving performance by raising efficiency and sourcing new equipment to enable this.
  • Maintains and improves contact centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs as per ISO 9001 methodology.
  • Audit of current processes to ensure compliance and adherence.
  • Maintains professional and technical knowledge by tracking emerging trends in contact centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking stateoftheart practices; participating in professional societies.
  • Be on top of technology requirements and understand its effect on operations.
  • Excellent reporting and interpretation of reports skills.
  • Maintain excellent customer relations with clients regular client meetings to be held.

REQUIRED PROFILE

What do I need to bring to flourish in this position and evolve at Odity?

  • Minimum of 3 years contact centre leadership experience required with 2 years of inbound operations management.
  • International Campaign experience advantageous.
  • Excellent oral and written communication skills.
  • Proven experience managing and motivating a medium group of contact centre employees.
  • Excellent collaboration skills; strategic planning skills; analytical skills; and must be detail orientated.
  • Excellent computer and technology skills (Word, Excel, PowerPoint, Outlook, Access).
  • Bachelor's degree in Business Communications or related field with strong emphasis in analysis is pr

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