Operations Manager - Cape Town - Sitel Corp.

    Sitel Corp.
    Sitel Corp. Cape Town

    5 days ago

    Default job background
    Description

    About the Operations Manager Role

    The focus of this job is on achieving results that are aligned with the larger picture of the organization and its strategic goals.

    The Operations Manager plans, coordinates, and directs service delivery for one or more of our clients, ensuring client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.

    Quick thinking and problem-solving skills are essential in handling a variety of activities while driving toward results and engaging commitment from others.

    About the Job Holder

    To succeed in this role, you must have a passion for management and customer service to create an environment for success through regular coaching, engagement, and motivation of your Team Managers.

    You will be a confident and experienced leader with great problem-solving skills who can effectively deliver in a fast-paced and changeable environment.

    This includes establishing robust working relationships with both internal and external stakeholders and having experience in driving KPI performance, client management, financial forecasts, pricing models, and bill-to-pay processes.

    Why Choose Sitel-Corp?

    Sitel-Corp offers memorable associate experiences. We believe in improving quality of life and growing careers. Our contact centre jobs allow you to spend your time realizing your potential and focusing on personal growth.

    Key Responsibilities

    • Lead teams to meet and exceed business objectives, including client and corporate service, quality, contribution goals, metric, and employee satisfaction goals, ensuring consistent achievement of all financial and operational KPIs across the site.
    • Line Management responsibility for team managers who oversee day-to-day operations of a team handling customer questions and issues.
    • Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviors.
    • Accurately track costs related to or billable to the client.
    • Determine which operational levels to adjust to positively impact financial and operational performance.
    • Ensure client satisfaction surveys are conducted and action plans implemented and reviewed.
    • Manage any client escalations relating to performance.
    • Foster a culture of open and honest communication, cascading key messages and managing client relationships at an operational level.
    • Prepare, analyze, and present data to the client during monthly, quarterly, and annual business reviews.

    Your Profile and Experience

    Leadership: Strong leadership skills with ability to manage multiple teams and large groups of people.

    Expertise: Minimum of 2 years' experience in a Contact Centre Operations Manager role.

    Ability: Good numeric and verbal reasoning skills.

    Critical thinking: Effective problem-solving skills.

    Employee performance: Performance Management skills.

    Knowledge: Demonstrated knowledge of industry and general business management.

    Key Points

    Salary: R 45,000 - 55,000 per month

    Benefits: Medical aid and pension.

    Contract Type: Permanent, 40 hours (full-time).

    Working Pattern: Core business hours.

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