Operations Manager

**Job Advert**

If you’re a confident decision maker, driven by results, then this could be your moment to shine as an Operations Manager on an exciting campaign in our vibrant Durban office.

We want someone who leads by example, to be the back bone of your team, ensuring efficiency and service excellence at all times.

If multitasking is part of your DNA, along with the ability to keep cool and level headed under pressure and you’re quick to find solutions to issues before they become problems, then this is your moment to shine.

You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive

This opportunity requires an experienced, driven and highly organised individual to support the department's operational performance and lead your team to deliver industry leading customer service and achieve business objectives.

A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and ability to juggle priorities is sure to impress us.

**What you’ll be doing**
- 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
- 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.
- Taking prompt action 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
- Taking ownership of first line operational risks and controls
- Developing strong working relationships with key internal and external stakeholders, to achieve business objectives

**What you’ll need**
- Min 3 years' experience as a Team Manager
- Min 1 year experience as Deputy Operations Manager
- Excellent communication, negotiation, analytical and problem solving skills
- Strong relationship and stakeholder management skills at a Senior Manager and Executive level
- Strong awareness and understanding of Conduct Risk
- Capability of working in contexts characterised by uncertainty
- Ability to innovate and to find alternative solutions based on insights
- Clear credit, criminal and disciplinary records

After applying, you'll be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA02394