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Operations Manager
2 weeks ago
**Are you ready to take the next step in your career?**
The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.
**What would make you a good fit for this role?**
Must be willing and able to work in a shifted environment.
**Requirements**:
- Knowledge of and experience in contact centre performance metrics and reporting
- 2 years as a Team Leader
**What you'll be doing**
**People Management**
- Coaches and supports Team Leaders
- Day to day management of Team Leader performance
- Documents Team Leaders Personal Development Plans
- Regularly communicates to Team Leaders and Agents
- Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
- Ensures that all Human Resources policies and procedures are observed.
**Customer Relations**
- Manages customer escalations and complaints.
- Ensures operational delivery is in line with contractual obligations.
- Provides input and participates in calibration sessions.
**Reporting & Administration**
- Provides relevant internal and external reports as per the business unit requirements.
- Analyses business data identifying and highlighting trends to the management team.
- Monitors absenteeism and adherence.
- Compiles ad hoc reports as and when required.
- Analyses operational data and takes relevant action.
- Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
- Arranges log ons for new employees.
- Ensures Agent time sheets are accurately completed and timeously submitted.
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