Operations Manager
3 weeks ago
Job Vacancy: Operations Manager
- Minimum of 1 year experience as an Operations Manager on an international campaign.
- Good knowledge of the international market, preferably USA.
- Good interpersonal and communication skills, energetic, analytical and target driven
- Excellent Microsoft Word and Excel Skills
**Skills & Knowledge**:
- Experience managing a large-scale operation on an international campaign within a customer service environment.
- Independent and customer friendly
- Knowledge of local IR processes
- Proven ability of team development
- Effective change manager with ability to lead a growing team.
- Excellent communication skills in English (oral and written)
- Working experience with computer (MS Office) and internet (Internet Explorer)
- Provide a written framework of expectations (Behavior, KPI, Process and feedback etc.) to Supervisors and Agents
- Provide support, guidance, advice and training to Supervisors to achieve business objectives and address short comings.
- Ensure implementation of performance management processes
- Provide processes and procedures for all aspects under their management.
- Ensure that all directives given to Supervisors are executed correctly and on time.
- Provide constant and detailed feedback on all aspects of their area to Executive management.
- Draw up weekly plans with actions, for performance improvements in a team.
- Ensure proper time management and attendance of their team.
- Effectively managing and monitoring data real time
- Team Leader KPI reviews
**Qualifications**:
- Minimum Matric
- Tertiary education desirable (business / contact centre ideally)
**Requirements**:
- Successful track record of managing large-scale operations on an international campaign US / UK / AUS within a customer service environment.
- Good Interpersonal, communication and listening Skills
- Intermediate Microsoft Word and Excel Skills
- Strongly being able to manage client expectations
- Ability to work in fast passed environment and cope with managing multiple smaller remits
- Ability to hold in depth conversations around performance
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