Operations Lead

3 weeks ago

Durban, South Africa Huntswood Full time

**Job Purpose**

A fantastic opportunity has arisen at Huntswood for an Operations Manager specializing in Inbound Sales to join our stimulating and vibrant organization.
You will be responsible for the delivery of great customer service and sales for multiple contracts across the site. You will lead by example by motivating your team to drive operational excellence and productivity while getting involved with all people centric initiatives and filtering this through your team to the front line advisors.

Leading, developing, motivating, a number of teams across the account, you will ensure you are consistently meeting and exceeding our clients expectations. You'll be a real ambassador for Huntswood encouraging and enabling best practice, and supporting us to improve procedures.

**Requirements**:

- A solid background in outsourcing/contact centers, bringing your strong people management skills and positive communication style to our team.
- A strong background in sales/sales through service.
- Ability to communicate effectively and build strong relationships with clients and stakeholders.
- Optimize revenue and cost to maximize profitability on the account, participating in monthly and annual budget planning.
- A strong in-depth understanding of call centre operations.
- Work closely with the client services team on delivering account specific strategic plans.
- Effective workload management and prioritization.
- A sound knowledge of resourcing and forecasting.
- Ability to convey ideas in a logical and systematic manner.

**Key Responsibilities;**
- To provide full support to Team Mangers within your designated team in a fast-paced environment ensuring they are fully aware of their goals and objectives.
- To ensure regular one to one meetings are held with your team to monitor their progress and identify any training requirements or support they may need.
- To work in partnership with the senior management team and HR Department to solve any issues relating to discipline, performance and duty of care in relation to your designated team members.
- Prepare Management Information reports as required.
- Monitor, record, analyze and report on activities, trends, results with in your campaigns on a weekly basis.
- To achieve agreed SLA, Advisor and KPI Performance on a daily/weekly/monthly basis.
- To be commercially aware of the cost of your team and to be able to forecast and set team targets accordingly.
- To effectively manage taking ownership of Contact Centre KPIs and SLAs and report back to the directors.

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