Job Description
Our client based in Century City that proudly employs over 1,100 talented individuals in over 20 locations world-wide is
dedicated to helping there clients acquire, retain and optimize the value of their customer relationships. Some of there
products and services include Priority Pass, the world’s largest independent airport VIP lounge access program with +/-
1300 lounges globally and Columbus Insurance, a leading travel insurance specialist

Closing Date 22 June 2022

Key Skills, Qualifications and Attributes Required:

• Excellent leadership, people management, communication and influencing skills at a senior level
Min 5yrs experience of working in an Outsourcing or Captive contact centre operation in a senior operations
• Multifaceted knowledge of business and reporting teams
• Sound business acumen to understand the inner workings, strategies and philosophies of a business with
proven ability to manage multiple and diverse processes
• Ability to build and maintain strong client relationships including client relationship management, innovation
and insights
• Client satisfaction (CSAT) experience
• Setting and reviewing Quality performance standards
• Setting and reviewing of organisational / productivity objectives in line with the commercial contract
• Time/Self-management skills with ability to multi-task, organize and prioritize
• Be a role model and set an example in line with South Africa’s desired standards of conduct,
leadership, integrity and professionalism at all times

Key Accountability:

• Manages a team or a first-line team leader who, in turn, supervise day-to-day operations for a team of
consultants performing customer care or sales functions for our clients
• Deliver according to the client SLAs, i.e. achieve optimum quality service; answer calls within agreed time etc
• Create, live and promote a Contact Centre of the highest quality where results, coaching, nurturing,
development, customer delight are the buzzwords
• Pay particular attention to leave and absenteeism
• Highlight issues and opportunities and make recommendations that may best boost productivity, results and
• Ensure that all communication is done in a professional manner
• Motivate, support and guide Team Leaders with the emphasis of breeding a culture of service excellence
• Identify to the Senior Operations Manager, specific Team Leader development requirements
• Ensure that the Team Leaders participate in ongoing development facilitated by the Learning and Development
• Ensure monthly agent level communication in a formalized environment
• Demonstrate how to embody a culture that values its people by ensuring that you and your direct reports are
aligned to Collinson`s People First Strategy.
• Ensure employees voices are heard, that honest feedback is provided timeously, and open dialogue is
• Analysis of data (on various statistics such as ABA rate) and comparison to best Global Practices
• Compile accurate, relevant and professional reports as per specific or adhoc requirements
• Ensure reports are delivered within the required deadline
• Always strive to exceed client expectations
• Plan for times of increase and reduced activity and ensure resource optimization
• Adherence to all policies and procedures
• Ensure that good people are retained, rewarded and developed and non-performers are managed
• Formal documented 1 to 1 sessions with all direct reports
• Ability to lead and manage multiple campaigns effectively and efficiently

Key Performance Indicators:

• Meet and exceed all campaign targets per SLA
• Performance management takes place with all direct reports according to processes
• Ensure all Industrial Relations activities are managed in conjunction with HR
• Ensure productivity, scheduling, absenteeism, and data are managed effectively within agreed
• Ensure QA and compliance scores
• Develop, coach and mentor Team Leaders
• Ensure consistent communication takes place across team
• Project/ad-hoc Senior Ops Manager tasks

Salary: Market Related

Days of work: 24/7 rotational shifts

Special arrangements: Work SA Public Holidays

  • Discovery Medical aid = 75% company contribution
  • Liberty Provident fund = 3% company contribution and 100% company contribution for Death cover & Dread disease cover
  • Priority Pass membership, unlimited free access to the airport lounges worldwide

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202121 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email .

Job Type
Full-Time Regular

Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR