Job Description
At Surgo, our philosophy is: Teamwork makes the dream work! Our management team practices and upholds the lessons of Ubuntu while still delivering against the odds we are faced. We offer the opportunity to work from the privacy of your own home, while providing all the necessary equipment to see you succeed and thrive in our organisation. What are you waiting for? Kick start your career and join our dream team!

Surgo manages a wide range of Outsourcing functions, including Customer Support, HR Outsourcing, RPO, Payroll Processing, IR Management, Administration, Training and more!

We are urgently looking for a Customer Service Operations Manager to join our team. The role consists of managing team leaders and other relevant operational staff. Ensuring service performance agreements are met and exceeded. A high proficiency in service-performance reporting is a pre-requisite for this position. Experience in business continuity and change management will be to your advantage.

  • Please take in mind this is a 3 month project base position and then after a long term project based contract

Minimum Requirements:
  • Minimum of 5 years' Operations Management experience in a call centre
  • Driven and target focused individual
  • Experience reporting to Call Centre Manager
  • Strong skills and experience in driving performance
  • Must be people and employee focused in accordance with Surgo's values system
  • Willing and able to work in a 24/7 call centre environment
Personal attributes:
  • Honesty
  • Accountable and responsible
  • Respectful
  • High level of integrity
  • Open and transparent
People Management:
  • Coaches and supports Team Leaders
  • Day to day management of Team Leader performance
  • Documents Team Leaders Personal Development Plans
  • Regularly communicates to Team Leaders and Agents
  • Develops performance promises for all Team Leaders and conducts midyear and annual reviews
  • Ensures that all Human Resources policies and procedures are observed

Customer Relations:
  • Manages customer escalations and complaints
  • Ensures operational delivery is in line with contractual obligations
  • Provides input and participates in calibration sessions

Reporting and Administration:
  • Provides relevant internal and external reports as per the business unit requirements
  • Analyses business data identifying and highlighting trends to the management team
  • Monitors absenteeism and adherence
  • Compiles ad hoc reports as and when required
  • Analyses operational data and takes relevant action

Working hours:
  • Monday to Friday, 08h00 - 17h00 (overtime may be required – depending operational need)
  • Market related, depending on the level of experience

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201933 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Job Type
Full-Time Regular

Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR