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    • Operations Manager - Durban - SkyHigh Global

    SkyHigh Global
    SkyHigh Global Durban

    2 weeks ago

    Default job background
    Description

    About the Role

    Skyhigh Global seeks a dynamic Operations Manager to lead and enhance outsourced contact centre operations. You'll drive KPIs, coach Team Leaders, and maintain exceptional customer experience through operational oversight and partner collaboration.

    Key Responsibilities

    Operational Efficiency

    • Ensure contact centre meets core KPIs:

      • Service level: ≤ 2%

      • Average Handling Time (AHT): ≤ 4 minutes

      • First-Time Resolution

      • Quality Scores: 95%+

      • Positive Customer Feedback (TrustPilot & Feefo)

    • Monitor performance and take proactive steps to address underperformance.

    Relationship Management

    • Build strong working relationships with our outsourcing partner, Wourth Group.

    • Ensure contract compliance and drive performance improvement initiatives.

    Customer Experience Enhancement

    • Lead and support Team Leaders through effective coaching and training.

    • Regularly review team data to identify improvement areas.

    • Implement performance plans when targets are not met.

    Workforce Management

    • Work closely with the UK-based resource team to ensure adequate staffing for shifts.

    • Plan around business needs, marketing campaigns, and catalogue drops.

    • Assess overtime and other staffing requirements.

    Continuous Improvement

    • Identify best practices and drive innovation in contact centre operations.

    • Lead strategic initiatives to improve customer engagement and efficiency.

    Regular Duties & Reporting

    • Weekly reports on key KPIs: call volume, AHT, revenue, and conversions.

    • Weekly meetings with Team Leaders to monitor team and individual performance.

    • Document and share improvement plans, attendance records, and warnings.

    • Monthly performance summaries for senior management review.

    • Share ongoing updates on completed projects and operational goals.

    What We're Looking For

    • Proven experience in contact centre or outsourced operations management.

    • Strong leadership and performance coaching skills.

    • Ability to interpret and act on data-driven insights.

    • Clear communication and collaboration with external partners.

    • A proactive, solutions-focused approach to customer service excellence.

    Ready to lead a high-performing team in a fast-paced contact centre? Apply now and be part of Skyhigh Global's growth journey in Durban.

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