Operations Manager

1 week ago

Durban, South Africa Synergy Contact Centre Full time

**Job Purpose**:
**Job Objectives**:

- Inspires, leads, engages, coaches, develops and motivates a team of team leaders in supporting the delivery of the best service to our client’s
- Develop and implement operating plans in line with sales strategies, policies and procedures
- Ensure compliance with service policies, procedures, and operating plans
- Strong interpersonal skills with aptitude in building relationships with professionals of all organizational levels
- Excellent communication & organizational skills
- Ability to work under pressure and meet deadlines with good problem-solving skills
- Experience in providing solutions based on customer needs
- Set performance standards (Key Performance Areas, Key Performance Indicators)
- Ensure performance measurement is carried out correctly and regularly
- Must be accountable with regards to targets and Quality Assurance
- Must have the ability to communicate with clients and provide detail for daily, weekly and monthly reviews of performance and people management.

**Education and Experience Requirements**:

- Experience of working in an Outsourced/BPO contact centre operation
- Must have International Call Centre and BPO experience, UK/USA experience in the environment is advantageous
- Experienced in managing large multi-site /multi skilled, multi-campaign contact centres
- Must have at least 2year experience in a Operations Manager role
- Customer service/Inbound
- Outbound sales management experience
- Must have proven track record in the industry
- Strong commercial understanding and previous accountability for sales targets

**Job Knowledge and Skills Required**:

- Good people skills
- Ability to motivate and gain peoples buy in
- Good communication skills
- Knowledge of MS office
- Matric essential
- Must have a clear criminal and credit history

**Essential Competencies**
- Leading & Managing
- Delivering Results and Meeting Customer Expectations
- Presenting and Communicating Information
- Analysing & Reporting
- Planning and Organising

**Job Types**: Full-time, Permanent

**Salary**: From R20,000.00 per month

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Operations Manager: 2 years (preferred)

Shift availability:

- Night Shift (preferred)
- Day Shift (preferred)

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