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Operations Manager

4 months ago

Johannesburg, South Africa Dash BPO South Africa (Pty) Ltd Full time

**OPERATIONS MANAGER**- We are searching for a dedicated, supportive Operations Manager who can coach and motivate call Supervisors/Team Leads & Coordinators. The Operations Manager will hire employees and assist in the training process, ensuring team lead/supervisor is leading their respective teams effectively. They will continue to support the team after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be analytical, supportive, and prepared to act a resource to your team. To succeed as an operations manager, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.
- **Key Responsibilities**:

- Ensure compliance with the contents of the contracts of each of the line of businesses under its
- responsibility.
- Implement and act in accordance with the information security policies of customer contracts and
- business in general
- Direct, guide, control, teach, lead, and motivate collaborators under their responsibility.
- Analyze and interpret the results, detect root causes of areas of opportunities and act even with precision.
- until resolving incidents.
- Detect needs and/or areas of opportunity of each of the clients under their responsibility and implement.
- strategies for continuous improvement.
- Manage and execute the human and material resources aimed at the business and customer objectives.
- Communicate, monitor, and provide feedback to the direct reporting line with timely data and facts.
- Develop and implement effective communication and leadership methods.
- Manage the operations with quality oriented to the satisfaction of the end users of our client to ensure.
- the objective of Integral Solution at the first contact.
- Continuously develop staff skills and abilities.
- Prepare, analyze, and interpret reports for the Site Director.
- Work cross-functionally with Workforce Management, Quality, coordinator, and other departments to
- improve operational efficiencies and ensure quality objectives are consistently achieved.
- Ensure open door policy and manage through hands-on involvement on the call center floor.
- Assist Site Director with operational strategic planning; perform other duties as assigned.
- **Desired Skills and Experience**:

- Successfully completed commercial or business studies
- 1 year in the hospitality industry(essential)
- Strong background within a sales campaign(advantageous)
- 5+ years call center leadership experience; with account management preferred.
- Results-driven and comfortable working in a fast-paced environment; ability to multi-task and
- effectively prioritize changing needs
- Ability to quickly resolve concerns and problems within program.
- Numerical and analytical capacity.
- Ability to lead, guide and motivate team members to achieve desired results.
- Advanced written and verbal communication skills
- Ability to interact and own relationship with clients and internal/external business stakeholders.
- Results-driven, action-oriented, and self-motivated mindset
- Experience with call center technology, including ACD, workforce management agent productivity tools,
- quality management tools
- Familiar with COPC and other related call center operation standards
- Proficient in Microsoft Office Suite and other business programs as required.
- Mastery of metric management