Operations Manager

1 week ago

Durban, South Africa Webhelp Full time

Whether it’s planning a project or successfully executing mission impossible, you’ve got it figured out. You’re the type of person everyone needs on their team, you know whose strengths to use and how to keep everyone motivated. We are looking for an Operations manager to join our team in Durban.

Join our fun-loving global community of more than 100,000 passionate people who work across 160 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands.

This opportunity is for someone highly responsible with exceptional organisational and project management skills. We want multi-taskers with the ability to juggle priorities without losing focus. Apart from identifying issues, before they become problems, you’ll also need to be a confident decision maker and solution finder.

What we require from you
- Delivering annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetite
- Managing and supporting the delivery of the Contact Centre’s operational service strategy
- Leading, developing and motivating Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
- Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
- Effectively managing and developing the performance, talent and future capability of all direct reports and wider team
- Being accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite
- Operating within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
- Driving fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
- Working with the Business to deliver new products, changes or initiatives impacting Customer Service
- Ensuring the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
- Designing and delivering reward and incentive schemes aligned to fair customer outcomes
- Owning first line operational risks and controls
- Developing strong working relationships with key internal and external stakeholders, to achieve business objectives

What you’ll need
- Matric
- Experience as Deputy Operations Manager
- Proven leader and relationship manager experience across teams and in a matrix management organisation
- Detailed understanding and experience of Contact Centre Management
- Strong relationship & stakeholder management skills at a Senior Manager and Executive level
- Project management skills in complex multi-functional projects
- Strong influencing, negotiating & networking skills
- Excellent management and interpersonal skills
- Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
- Strong awareness and understanding of Conduct Risk
- Clear credit, disciplinary and criminal records

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity advance your career with our collaborative team of game-changers.

Please note that the appointment will be made in line with the company’s EE plan.

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