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 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
Accountable and responsible
High level of integrity
Open and transparent
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
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
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 201934 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.