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    • Operations Manager - Cape Town - Teleperformance

    Teleperformance
    Teleperformance Cape Town

    1 month ago

    Default job background
    Description

    Job Overview

    The role is to support the continued growth and expansion of quality standards in a campaign. The successful candidate will be responsible for monitoring, evaluating, and improving the effectiveness of these standards.

    Main Responsibilities:

    1. Analyze and maintain all Service Level agreements; implement improvement plans as needed to ensure compliance and efficiency.
    2. Select, train, develop, and manage the performance of direct reports and their associates; including planning and assigning work for staff in accordance with organizational policies and applicable legal requirements.
    3. Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) to inform data-driven decisions.
    4. Conduct regular reviews with clients on performance delivery and mitigate the consequences of any service level or KPI failures through timely remedial measures.
    5. Create and maximize relationships with clients to drive business growth and satisfaction.
    6. Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions to meet operational performance expectations.
    7. Conduct one-on-one meetings with direct reports to review individual performance, team performance, and offer ongoing developmental coaching.
    8. Promote 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 from operational support functions - Training, HR, Quality, WFM, TA - and clients 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 clients; and adjust to meet changing requirements.
    11. Attend business reviews with clients to discuss performance metrics and areas for improvement.
    12. Effectively manage teams of team leaders to achieve high-performance outcomes.

    Competencies & Skills Required

    1. Demonstrate a solid understanding of how quality standards can influence achievement of business objectives.
    2. Exhibit excellent command of the English language to effectively communicate with stakeholders.
    3. Show strong motivational skills to develop people's attitudes and skills.
    4. Display excellent communication skills to impart knowledge and information.
    5. Be committed, enthusiastic, positive, and resilient in a fast-paced environment.
    6. Able to cope with pressure and adapt to change.
    7. Comfortable troubleshooting and solving problems through data analysis.

    Qualifications and Experience

    1. Hold 2-3 years' experience as an Operations Manager within the BFSI sector.
    2. Proven experience in managing Financial/Regulated/contact centers.
    3. Experience in KPI Management to drive business results.
    4. Hold a Matric/Equivalent qualification.
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