Operations Manager

6 months ago

Bellville, South Africa CX-International Full time

**Role Profile and Person Specification**

**Primary Objectives/ Purpose of the Role**:
Our goal is to provide gold plated service and deliver the most effective customer service experience. The individual will lead a team of highly driven, self-motivated, and focused Team Leaders by driving KPI’s, efficiencies, high client centric engagement and performance.

**Key responsibilities / Accountabilities**:
**Role responsibilities**:

- Contribute towards the development of customer service strategies, policies and procedures.
- Handle all customer financial details such as billing information, credit card and bank account information with relevant integrity and confidentiality.
- Develop and implement operating plans in line with customer service strategies, policies and procedures.
- Ensure compliance with customer service policies, procedures and operating plans, highlighting risks and controls.
- Set customer service targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.
- Manage the operational relationship. Ensure performance measurement is carried out correctly and regularly.
- Ensure skill and knowledge gaps are identified.
- Ensure training and development plans are defined and ensure plans are executed.
- Develop career paths to motivate and lead the team.
- Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented.
- Provide tailored operational coaching support, in order to drive and support the achievement of operational KPI’s, evidencing value added to the operation.
- Maintain an up-to-date personal development plan, including a current, detailed knowledge of methodology and practices.
- Obtain and develop an on-going commercial awareness of CXI’s client contracts and performance within the segment.
- Communicating clear instructions to team members.
- Manage the flow of day-to-day operations.
- Provide purpose - have a vision of how to achieve the desired team goal.
- Motivate and Inspire team members - recognise and celebrate team and team member accomplishments and exceptional performance.
- Develop a self-manage team by developing employees to lead themselves. Not giving directions and instructions, rather ask questions and coaching instead.

**Attributes**:

- Act as ambassador of CXI and the management team within the segment area attending project, operational and client meetings when required.
- Excellent organisational skills for managing tasks and coordinating resources within the operation.
- Ability to identify trends and make data driven decisions.
- Guiding the business towards operational goals.
- Sounds understanding of financial principles, budgeting, and forecasting to help managing resources efficiently.
- Having a continuous improvement mindset constantly seeking for ways to enhance operational processes and outcomes.
- Collaboration to effectively work with cross functional-teams and stakeholders to achieve operational goals.

**Skills & Competencies**:

- **Customer Service**: active listening to the customer adapting your communication style where required. Friendly demeanour, treating the customer with empathy, patience and respect.
- **Multitasking**: seamlessly switching and accessing different tools during chat conversations to guarantee accurate and efficient assistance to the customer
- **Time Management**: adhering to scheduled shifts and managing call duration.
- **Technical and Analytical Thinking**: ability to understand, analyse and navigate through learned technical systems.
- **Reporting and Documenting Skills**: proficiency in excel or other tracking systems used to record relevant customer information or reported issues.
- **Positive Attitude**: presenting or receiving constructive feedback in a progressive and efficiently. Ability to overcome difficulties as well as address work related issues in a professional and positive manner. Treating all peers, colleagues, and customers respectfully and empathetically.
- **Communication**: excellent written and verbal command of the English language. Ability to follow through on commitments and communicate status of work, identifying and requesting assistance with barriers to progress.
- **Goal Oriented**: self-motivated and driven to achieve set goals, targets, and operational metrics. Motivated to develop and maintain current knowledge of the campaign or account.

**Minimum Requirements**:

- Matric
- Clear credit record
- Clear criminal record
- Excellent command of English language - verbal and written
- Business writing skills
- Computer literacy
- Good typing skills and ability to navigate multiple screens.
- Minimum 2 months experience in contact centre on an international campaign
- 2-years’ experience as a Operations Manager (preferable)
- Experience in the specific role (advantageous)
- HR Process Knowledge
- Proven track recor

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