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    • Operations Manager - Cape Town - Concentrix

    Concentrix
    Concentrix Cape Town

    1 month ago

    Default job background
    Full time
    Description

    Job Title: Operations Manager

    We are seeking an experienced Operations Manager to join our team in Western Cape, Cape Town. The successful candidate will be responsible for overseeing a team of Team Leaders and ensuring that Client Service Level Agreements and financial expectations are met.

    • The ideal candidate will have a strong analytical mind and be able to analyze and maintain all Client Service Level Agreements, implementing improvement plans as needed.
    • They will also be responsible for maximizing revenue generation, selecting, training, developing, and managing the performance of direct reports and their associates.
    • An additional key responsibility will be to manage and review operational reports, create and maximize relationships with client partners, and provide leadership and guidance to direct reports.

    Key Responsibilities:

    1. Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
    2. Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).
    3. Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements.
    4. Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
    5. Create and maximize relationships with client partners.
    6. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
    7. Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
    8. Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
    9. Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
    10. Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements.

    Requirements:

    • Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred.
    • Call center experience preferred.
    • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
    • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
    • Work well under pressure and follow through on items to completion while maintaining professional demeanor.
    • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
    • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
    • Demonstrated ability to mentor, coach and provide direction to a team of employees.
    • Willingness to work a flexible schedule.

    Estimated Salary: R1,200,000 - R1,500,000 per annum.

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