Operations Manager - Cape Town, South Africa - Webhelp
Description
Advisor
Location
- Cape Town, South Africa
Language
- English***
Job Advert:
Picture yourself joining our vibrant global community, where we share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands.
We're looking for someone who effortlessly turns challenges into opportunities, anticipating and resolving issues before they have a chance to derail us.
With a discerning eye for detail and a strategic mindset, you'll shape our future success. Your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.
What you'll be doing
- Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
- Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
- Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a bestinclass service across all stages of the customer journey
- Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
- Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
- Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering
- Contact Centre processes that prioritise compliance
- Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
- Orchestrating a wellbalanced team with the appropriate levels of multiskilled resources, overseeing staff recruitment and training efforts
- Assuming ownership of firstline operational risks and controls, proactively addressing challenges as they arise
- Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives
What you'll need
- A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
- At least 1 year of experience as a Deputy Operations Manager, demonstrating your capacity to thrive in highlevel positions
- Exceptional communication, negotiation, analytical, and problemsolving skills
- Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
- A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
- The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
- A track record of innovation, consistently delivering alternative solutions based on insightful observations
- A spotless record, free from any credit, criminal, or disciplinary issues
- Ability to work US timezone specific hours
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