Senior Operations Manager BPO Cape Town

3 weeks ago

Cape Town, Western Cape, South Africa TTEC Full time
Job Description

As a Senior Operations Manager at TTEC, you will play a pivotal role in shaping the company's operational strategy to ensure long-term development and success.



Key Responsibilities


  • Support the Senior Operations Director in defining the operational strategy and drive business growth.
  • Directly manage and develop a team of junior managers to optimize operational excellence and service improvement.
  • Develop and implement effective succession planning to ensure key roles are filled and individual talent is recognized.
  • Identify and implement operational best practices and proactive solutions through collaboration with the wider TTEC digital and TTEC Engage teams.
  • Support the introduction of new business and ensure long-term success and maximum revenue generation for TTEC.
  • Contribute to the operational elements of new bids and new services.
  • Accountable for the operational performance of Client Areas and exceeding targets of all required metrics and Key Performance Indicators.
  • Create an environment where employees consider themselves as stakeholders.
  • Effective stakeholder management and client relationship building to ensure seamless partnership with clients and build trust in our business.
  • Oversee forecasting, planning, and real-time delivery of manpower to meet client volume and profiles.
  • Work with the Recruitment and Learning and Development teams to define specific recruitment and training needs.


Requirements


  • A minimum 4-year call center management or equivalent work experience, ideally in a BPO.
  • Consistently promote a performance-driven culture and always work towards reaching for amazing.
  • Engage and support your team in ensuring they have the proper tools and systems to accomplish day-to-day tasks.
  • Consistently mentor and inspire others.
  • Customer-focused mindset.
  • Understanding, interpreting, and manipulating data for reporting.
  • Good process and change management experience to aid delivery of business needs and changing client requirements.
  • Strong people and client leadership and stakeholder management.


What We Offer


  • Knowledgeable, encouraging, supporting, and present leadership.
  • Diverse and community-minded organization.
  • Career-growth and lots of learning opportunities for aspiring minds.
  • Competitive compensation, performance bonus opportunities, benefits, and maybe a few that would pleasantly surprise you.


Join a dynamic organization that values performance, growth, and community. If you're a motivated leader with a passion for delivering exceptional results, we encourage you to explore this exciting opportunity.

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