15h Left: Senior Operations Manager BPO

3 days ago

Cape Town, Western Cape, South Africa TeleTech Holdings, Inc. Full time
Senior Operations Manager – Cape Town

At TTEC, we're all about the Human Experience. Elevated. As a Senior Operations Manager / Service Delivery Manager in Cape Town, SA, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you'll support and motivate your team to ensure they're on track to meet client and business goals.

1. You'll have responsibility for the operational direction and financial performance of the business.
2. You'll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement, and process refinement is realized, driving effective operating models to maximize revenue and performance.
3. You'll report to the Operations Director. We're looking for a leader to act as one, encouraging and motivating your team to resolve issues, accomplish goals, and influence their career mobility.

Your Accountabilities and Activities Will Include

1. Supporting the Senior Operations Director in defining the Operational strategy to ensure the long-term development and success of the business.
2. Direct management and development of the junior management team.
3. Development of the operational talent pool by optimizing the skills of the existing team via effective succession planning.
4. Continuous identification and implementation of operational best practices and proactive solutions.
5. Supporting the introduction of new business, ensuring long-term success and maximum revenue generation for TTEC.
6. Contributing to the operational elements for new bids and new services.
7. Accountability for the operational performance of the Client Area(s) and exceeding targets of all required metrics and Key Performance Indicators.
8. Creating an environment in which employees consider themselves as stakeholders.
9. Effective stakeholder management and client relationship building.
10. Overseeing forecasting, planning, and real-time delivery of our manpower to meet client volume and profiles.
11. Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

1. A minimum of 5 years call center management or equivalent work experience, ideally in a BPO.
2. Experience across all multi-customer service channels: voice, email, chat, social media.
3. Ability to promote a performance-driven culture.
4. Engagement and support of your team to ensure they have the proper tools and systems for day-to-day tasks.
5. Mentoring and inspiring others consistently.
6. Customer-focused mindset.
7. Ability to understand, interpret, and manipulate data for reporting.
8. Good process and change management experience.
9. Strong people and client leadership and stakeholder management skills.

What You Can Expect

1. Knowledgeable, encouraging, supporting, and present leadership.
2. Diverse and community-minded organization.
3. Career growth and numerous learning opportunities.
4. Competitive compensation, performance bonus opportunities, and benefits.

About TTEC

Our business is about making customers happy. Since 1982, we've helped companies build engaged, pleased, and profitable customer experiences powered by our combination of humanity and technology. TTEC is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce.

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