Operations Manager

26 June 2024

Department:

Domestic

Position:

Operations Manager

Start date:

1 August 2024

Fixed term:

Permanent once probation period is over

Reports to:

Senior Operations Manager

Purpose of the job:

The role will include leading a team of circa 30 Agents through 2 Team Leaders supporting the client in the delivery of agreed contractual performance (standards and targets) within:-
Core focus will be creating a high-performance culture where team members thrive on delivering consistently strong performance to our customers and identify and implement improvements to maximise campaign potential. Experienced in delivering services through a mix of access channels (Voice / Chat / Email etc). In addition, there will be frequent client and stakeholder engagement and the role holder will need to communicate effectively around performance and help shape and implement process and system enhancements (supported by our continuous Improvement function) to drive the improvement agenda. Skilled at interpreting data and using trends and patterns to optimise operational and financial opportunity across the campaign.

Minimum qualifications and experience:

• Matric
• 3 years Leadership experience in an outbound and Inbound contact centre with strong OM knowledge and experience
• Leading scale teams larger than 30 people, managing people through people
• Used to managing the profitability (revenue and cost) of scale campaigns
• Stakeholder management experience
• Continuous Improvement experience and advantage as upskilling, cross skilling to achieve operational excellence.

Job responsibilities:

• Leading the delivery of the campaign to ensure commercial contract SLA’s, Procera profitability, Client profitability and satisfaction targets are achieved and improvement opportunities optimised.
• Leading, developing a maintaining a team of highly motivated, high performing agents
• Delivering on all Client and Procera agreed targets
• Creating and maintaining a high-performance culture where all team members feel included
• Coaching and mentoring the team to continually improve and optimise performance delivery
• Strong planning to ensure that team resources meet client contractual requirements and are optimised
• Creating strategies that optimise opportunity and team productivity
• Sampling work outputs produced by the team taking corrective action to address shortcomings and deliver on improvement opportunities
• Work effectively in a high-pressure environment and ability to manage conflicting priorities
• Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders
• Frequent ‘value’ engagement with client using high quality verbal and email communication
• Build and maintain a strong and flexible team
• Work with peers to share best practices and available resources

Competencies required:

• Excellent verbal and written communication skills
• Influencing skills
• Problem Solving skills
• Time Management skills
• Planning skills
• Coaching skills
• Client/Stakeholder Management
• Data Analysis and reporting
• Attention to detail
• Able to prioritize work effectively

Profile:

Will have at least 3 years leadership experience gained ideally in an outsourced outbound/inbound FSP contact centre environment, together with significant working knowledge gained in servicing BPO campaigns. Will be used to and adept at operating in a fast moving environment, will have high energy levels and be motivated by exceeding targets. Will fully understand contact centre technologies and will be adept at planning, data analysis and reporting, being able to identify trends and actionable opportunities. Will be passionate about people development and able to build and support an effective high-performance culture where everyone has a voice. Ability to lead under pressure and reprioritize when conflicting situations arise. Able to identify and evaluate process improvement opportunities to drive the improvement agenda.

FAIS or NON FAIS:

N/A

Salary, incentives & commissions:

To be Discussed

Working hours:

The team will be scheduled to cover the following patterns:

• Off peak (8th-24th of month) M-F 07:30-18:00 Sat & Sun 07:30-12:30
• Peak (25th -7th of month) M-F 07:30-20:00 Sat & Sun 07:30-12:30

To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to: careers@procera.co.za

Job Application

To apply, please upload your CV and covering letter explaining how your aspirations, skills and experience match the role requirements.

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