Head of Operations - Umhlanga, South Africa - Nutuncx

Nutuncx

Verified Company

Umhlanga, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Monitor performance against operating rhythm and investigate deviations.

Review daily service levels, customer experience, quality, and compliance measures. Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.

Motivate and manage performance of Snr Operations Managers within the account to ensure delivery of overall targets and business plan.

Review monthly forecasts and agree targets with Snr Operations Managers ensuring alignment to customer requirements.

Compile monthly reports with Snr Operations Managers and address areas of improvement Engage with client on operational issues and service delivery on a weekly basis.

Identify and highlight opportunities for service and process improvements.

Analys and research team metrics to identify areas of excellence and implement across teams.

Actively engage and coach Snr Operations Managers on operational issues to ensure process optimization and improvements.

Provide daily direction and communication to Snr Operations Managers on operational performance.

Tactical Client interactions on a daily basis

Operational portfolio management of the teams

Develop employee motivation and manage career development.

Fully integrated in key decision processes - especially demand management on governance and steering processes

Institute necessary changes due to continuous improvement processes.

Education and Experience Requirements:

Tertiary education in Sales / Marketing or equivalent experience
Sound knowledge of CRM system
35 years' experience working at a senior management level within a Call Centre of a large operation
2 years experienced in managing large teams across multiple campaigns preferably within the outsourced call centre environment
Exposure to a full cycle (1 year) of managing and developing budgets and financial forecasts
Planning and Organisational Skills; defining performance standards and meeting service levels

Job Types:
Full-time, Permanent

Salary:
R60 000,00 - R80 000,00 per month