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Operations Manager

1 month ago

Durban, South Africa Webhelp Full time

**Job Advert** Reimagine your career**

Are you ready to embark on a transformative journey that could shape your career?

We're seeking a visionary leader to join our dynamic Durban office as an Operations Manager working on an exciting new international campaign.

We’re looking for someone who effortlessly turns challenges into opportunities, anticipating and resolving issues before they have a chance to derail us.

As an experienced, driven, and highly organised professional, you'll play a pivotal role in elevating our operational performance, delivering unparalleled customer service and achieving ambitious business objectives.

With a discerning eye for detail and a strategic mindset, you'll shape our future success while your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.

**What you will do in this role**

As an Operations Manager on our team, you’ll be:

- Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
- Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
- Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a best-in-class service across all stages of the customer journey
- Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
- Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
- Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering
- Contact Centre processes that prioritise compliance
- Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
- Orchestrating a well-balanced team with the appropriate levels of multi-skilled resources, overseeing staff recruitment and training efforts
- Assuming ownership of first-line operational risks and controls, proactively addressing challenges as they arise
- Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives

**Your qualifications**

Concentrix + Webhelp is a great match if you have:

- A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
- At least 1 year of experience in an Operations Manager or Deputy Operations Manager role Exceptional communication, negotiation, analytical, and problem-solving skills
- Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
- A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
- The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
- A track record of innovation, consistently delivering alternative solutions based on insightful observations
- A spotless record, free from any credit, criminal, or disciplinary issues

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

**Reimagine the best version of you**

After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying.

Job Reference: SA02993