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Operational Excellence Manager

1 week ago

Cape Town, Western Cape, South Africa Teleperformance Full time
Job Overview

The successful candidate will be responsible for monitoring, evaluating and improving the effectiveness of Quality standards on the campaign.

Main Responsibilities:

  1. Analyze and maintain all Service Level agreements; implement improvement plans as needed.
  2. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements.
  3. Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
  4. Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
  5. Create and maximize the relationship with The Client.
  6. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
  7. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching.
  8. Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
  9. Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA - and The Client to define action plans that resolve issues and drive continuous improvement.
  10. Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, and adjust to meet changing requirements.
  11. Attend business reviews with the Client.
  12. Effectively manage a team of team leaders.