Senior Operations Manager

6 days ago


Cape Town, Western Cape, South Africa ABC Worldwide Full time

**About the Role:**

We are seeking an experienced Senior Operations Manager to join our team at ABC Worldwide.

As a key member of our operations team, you will be responsible for overseeing the growth and development of our client portfolio. This includes monitoring the successful delivery of operational targets according to client agreements, reviewing performance metrics on a weekly basis, and addressing service issues with relevant managers.

You will also ensure compliance with service levels, customer experience, quality, and compliance measures on a monthly basis, and address any inconsistencies. Additionally, you will devise and monitor the implementation of effective communication structures to ensure all teams understand overall business performance and their impact.

This role requires strong leadership skills, as you will motivate and manage the performance of Head of Ops / Senior Ops Managers within the operation to ensure delivery of overall targets and business plan. You will also enhance the quality of customer interactions while ensuring all regulatory and legal obligations are met across all interactions.

**Key Responsibilities:**

  • Manage the growth and development of the client portfolio.
  • Monitor the successful delivery of operational targets according to client agreements.
  • Review performance metrics on a weekly basis and address service issues with relevant managers.
  • Ensure compliance with service levels, customer experience, quality, and compliance measures on a monthly basis.
  • Devise and monitor the implementation of effective communication structures.
  • Motivate and manage the performance of Head of Ops / Senior Ops Managers within the operation.
  • Enhance the quality of customer interactions.

**Requirements:**

  • 10 years' experience working at a senior level leading a service-driven contact center.
  • 3 years' experience in managing and developing budgets and financial forecasts.
  • 5 years' experience managing a large outsourced contact center operation.

**Preferred Qualifications:**

Extensive experience in BPO and client relationship management is preferred to succeed in this role.

**Salary & Benefits:**

The estimated salary for this position is R130,000 - R220,000 per month, depending on your current salary and years of experience. Benefits include [details to be provided by the company].



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