Senior Operations Manager - Cape Town, South Africa - TTEC

TTEC

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Senior Operations Manager

At TTEC, we're all about the Human Experience. Elevated.

As a Call Center Senior Operations Manager in Cape Town, South Africa you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain more direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals.

You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call.

You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

We're looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.

During a Typical Day, You'll

Improve the key success metrics associated with goals

These include:

Customer Satisfaction Score
Service Level Goals
Quality Goals
Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

Minimum 5 years call center or equivalent work experience
Continuously promote a performancedriven culture and always work towards reaching for amazing
Engage and support your team in making sure they have the proper tools and systems to accomplish daytoday tasks
Consistently mentor and inspire others
Customer focused mindset
Understanding, interpreting, and manipulating data for reporting

What You Can Expect

Supportive of your career and professional development
An inclusive culture and community minded organization where giving back is encouraged
A global team of curious lifelong learners guided by our company values
Ask us about our paid time off (PTO) and wellness and healthcare benefits
And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day.

These exceptional customer experiences start with you.

Primary Location:
: ZA-Western Cape-Cape Town

Job:
: Operations / Business Support

JSGYM-TE