Our client, a global professional services company focusing on business process outsourcing and intelligent automation, is looking to appoint an experienced SeniorOperations Manager to their team in Randburg, Gauteng.
Minimum of 6 years' Operations Management experience in 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 the company's values system
Willing and able to work in a 24/7 call centre environment
Coaches and supports Campaign Managers and Team Leaders
Day to day management of Team's performance
Documents Team's Personal Development Plans
Regularly communicates to Team
Develops performance promises for all Campaign Managers and 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
Salary: R 35,000 to R 40,000 CTC pm based on experience
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201854 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.