Senior Operations Manager

3 weeks ago


Cape Town, South Africa Capability BPO Full time

As the Senior Operations Manager you are responsible for the performance of all employees within your remit. Key objectives is to provide an employee-oriented, high-performance culture that emphasizes on empowerment, quality and productivity while ensuring that company goals are achieved and exceeded.

**Minimum requirements**:

- Matric
- Related qualification preferred
- 3 - 5 years experience managing an FTE of 200 + within a BPO/ Contact centre floor preferably UK, US, AUZ remit.

**Responsibilities**:

- Review daily service levels, customer experience, quality and compliance measures.
- Manage an effective communication model to ensure all teams understand the overall business objectives
- Motivate and manage performance of senior management within the account to ensure delivery of overall business targets are achieved
- Review monthly forecasts and agree targets while ensuring alignment to client requirements.
- Compile quarterly reports with senior managers and address areas of improvement
- Identify and highlight opportunities for service and process improvements
- Analyse and research team metrics to identify areas of excellence and implement across teams.
- Actively engage and coach Senior management on operational issues to ensure process optimisation and improvements
- Engage with client on service delivery improvement opportunities
- Build internal capability in the campaign by working closely with training delivery teams to ensure ongoing development at all levels.
- Build relationships with all relevant internal stakeholders to ensure timeous, efficient and effective support for the operations
- Review and define all roles and shift patterns required for the operation and suggest improvements.
- Provide daily direction and communication to Senior management on operational performance
- Assist with workforce planning issues
- Provide a Subject Matter expert role and is recognized as an industry expert
- Engage with Client to review performance and formulate service improvement plans and address operational issues.
- Sets the strategy in line with client and business objectives
- Lead Monthly and Quarterly Business Reviews
- Forecast and analyse data against budget annual figures
- Conduct a rolling forecast for 12 months and evaluate against other areas.
- Ensure all costs, including commission expenditure, is within budget
- Provides input into process improvement initiatives and budget, decisions are approved by the departmental head.
- Engage with the Client on service optimisation and changes to processes / strategy
- Operational portfolio management of the team
- Diverse industry and functional experience - example telecom/ BFSI etc.. all-rounder inbound / outbound, customer service sales
- Strong people and performance management skills - people management, creating process flows/ SOP to standardize investment, execution and governance
- Ability to independently manage operations.



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