Operations Manager - Cape Town, South Africa - Webhelp

Webhelp

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Advisor

Location

Cape Town, South Africa
Language

English***
Job Advert:
Are you ready to embark on a transformative journey that could shape your career? This is your golden opportunity to shine as an Operations Manager on an exciting international campaign.

We're seeking a visionary leader who sets the example, becoming the backbone of our exceptional team in Claremont. Together, we'll redefine efficiency and raise the bar for service excellence.

Picture yourself joining our vibrant global community, where over 120,000 passionate individuals unite across 200 locations in more than 60 countries.

We share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.

We're looking for someone who effortlessly turns challenges into opportunities, anticipating and resolving issues before they have a chance to derail us.

As an experienced, driven, and highly organised professional, you'll play a pivotal role in elevating our operational performance. Your leadership will guide our team to surpass industry standards, delivering unparalleled customer service and achieving ambitious business objectives.

With a discerning eye for detail and a strategic mindset, you'll shape our future success. Your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.

What you'll be doing

Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a bestinclass service across all stages of the customer journey
Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering Contact Centre processes that prioritise compliance
Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
Orchestrating a wellbalanced team with the appropriate levels of multiskilled resources, overseeing staff recruitment and training efforts
Assuming ownership of firstline operational risks and controls, proactively addressing challenges as they arise
Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives

What you'll need

A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
At least 1 year of experience as a Deputy Operations Manager, demonstrating your capacity to thrive in highlevel positions
Exceptional communication, negotiation, analytical, and problemsolving skills
Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
A track record of innovation, consistently delivering alternative solutions based on insightful observations
A spotless record, free from any credit, criminal, or disciplinary issues