Senior Operations Manager

6 months ago

Johannesburg, South Africa Webhelp Full time

**Job Advert**
If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining Webhelp as Senior Operations Manager on an innovative, large international contact centre operation could be your calling.

Picture yourself joining our vibrant global community, where over 120,000 passionate individuals unite across 200 locations in more than 60 countries. We share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.

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’ll be doing**
- 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 responsible for information security in line with the published Security Policy
- Providing daily contact between Webhelp UK and the client in the absence of the Business Manager (BM)
- Striving to develop the client relationship, building trust, whilst seeking to achieve maximum profitability
- Attending/assisting in client presentations, and progress review meetings to ensure effective lines of communication and consistency across all campaigns
- Ensuring seamless transaction of client processes and procedures
- Pro-actively informing and consulting with the BM regarding 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 reports 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
- Working closely with operational peers to share best practice initiatives
- Striving to inspire, motivate, support, lead and develop operations managers and their direct reports across the campaign through the use of performance management, feedback, coaching, training and other development activities
- Assisting the BM in managing the campaign to maximise revenue from well-managed client relationships

**What you’ll need**
- 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 and of how this can support the operational function of the campaign(s) success
- Understanding of business planning and experience of objective setting

Job Reference: SA02657

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