Senior Operations Manager

8 months ago

Cape Town, South Africa Webhelp Full time

**Customer Service/Support**

**Location**
- Cape Town, South Africa**Language**
- English***

**Job Advert**:

- If you’re a confident decision maker and solution finder, looking for an opportunity to step up and shine, then this could be your moment.

Concentrix + Webhelp are looking for an experienced individual, driven by results to take on the responsibility of Senior Operations Manager.

Working on an exciting campaign in our vibrant** Cape Town** office, you’ll strive to inspire, motivate and support Operations Managers and their direct reports across the campaign through the use of performance management, feedback, coaching, and training.

A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and leading by example is sure to impress us.

**What you will do in this role**
As a Senior Operations Manager on our team, you’ll be:

- Maintaining and improving all areas of operational performance through setting and reviewing KPIs, recovery and action plans
- Managing campaign teams and all key personnel to ensure all company targets and goals are adhered to
- Being accountable for the deliveries and decision making of others in their campaigns
- Being responsible for information security in line with the published Security Policy
- Providing daily contact between Concentrix + Webhelp and the client in the absence of the Business Manager (BM)
- Attending/assisting in client presentations, progress and review meetings to ensure effective lines of communication and consistency across all campaigns
- Ensuring seamless transaction of client processes and procedures
- Pro-actively informing the BM of any deviations from forecast revenue and potential shortfalls at earliest opportunity
- Holding regular meetings with operations manager to communicate client and company information, drive performance improvements and discuss people management, issues faced and future plans
- Contributing to client and management reports, highlighting achievements and areas of development
- Working with the BM to manage areas of control and responsibility within agreed operational and financial budgets
- Producing and providing the business case for any relevant shift changes, roles and responsibilities of staff and workflow recommendations
- Undertaking robust risk and impact management
- Maintaining and improving all areas of operational and campaign performance through setting and reviewing KPIs and agreeing recovery and action plans
- Assisting the BM in managing the campaign to maximise revenue from well-managed client relationships

**Your qualifications and experience**
Concentrix + Webhelp is a great match if you have:

- In-depth knowledge of contact centre practices and technology
- Sound understanding of internal systems, software and company procedures
- Ability to identify customer trends
- Experience of client partnerships, working to identify and maximise business growth and development opportunities
- Management skills gained in a customer-focused environment at senior level
- Understanding of resource planning
- Understanding of business planning and experience of objective setting

Please note that the appointment will be made in line with the company’s EE Plan.

After applying, you will be sent a link to complete a quick online chat-based interview. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Completing and passing this step is essential for shortlisting.

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