Senior Operations Manager

2 weeks ago


Durban, KwaZulu-Natal, South Africa Capability BPO Full time
As the Senior Operations Manager you are responsible for the performance of all employees within your remit.

Key objectives is to provide an employee-oriented, high-performance culture that emphasizes on empowerment, quality and productivity while ensuring that company goals are achieved and exceeded.


Minimum requirements:

  • Matric
  • Related qualification preferred

years experience managing an FTE of 200 + within a BPO/ Contact centre floor preferably UK, US, AUZ remit.


Responsibilities:

  • Review daily service levels, customer experience, quality and compliance measures.
  • Manage an effective communication model to ensure all teams understand the overall business objectives
  • Motivate and manage performance of senior management within the account to ensure delivery of overall business targets are achieved
  • Review monthly forecasts and agree targets while ensuring alignment to client requirements.
  • Compile quarterly reports with senior managers and address areas of improvement
  • Identify and highlight opportunities for service and process improvements
  • Analyse and research team metrics to identify areas of excellence and implement across teams.
  • Actively engage and coach Senior management on operational issues to ensure process optimisation and improvements
  • Engage with client on service delivery improvement opportunities
  • Build internal capability in the campaign by working closely with training delivery teams to ensure ongoing development at all levels.
  • Build relationships with all relevant internal stakeholders to ensure timeous, efficient and effective support for the operations
  • Review and define all roles and shift patterns required for the operation and suggest improvements.
  • Provide daily direction and communication to Senior management on operational performance
  • Assist with workforce planning issues
  • Provide a Subject Matter expert role and is recognized as an industry expert
  • Engage with Client to review performance and formulate service improvement plans and address operational issues.
  • Sets the strategy in line with client and business objectives
  • Lead Monthly and Quarterly Business Reviews
  • Forecast and analyse data against budget annual figures
  • Conduct a rolling forecast for 12 months and evaluate against other areas.
  • Ensure all costs, including commission expenditure, is within budget
  • Provides input into process improvement initiatives and budget, decisions are approved by the departmental head.
  • Engage with the Client on service optimisation and changes to processes / strategy
  • Operational portfolio management of the team
  • Diverse industry and functional experience example telecom/ BFSI etc. allrounder inbound / outbound, customer service sales
  • Strong people and performance management skills people management, creating process flows/ SOP to standardize investment, execution and governance
  • Ability to independently manage operations.


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