Operational Delivery Manager - Wes-Kaap - Findojobs South Africa

    Findojobs South Africa
    Findojobs South Africa Wes-Kaap

    1 day ago

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    Description

    The goal of this role is to achieve results that align with the organization's larger picture and strategic objectives.

    This Operational Delivery Manager plans, coordinates, and directs service delivery for one or more clients, ensuring client and end-customer satisfaction levels, as well as profitability goals, are met and maintained.

    Success requires completing tasks efficiently and handling various activities. Self-assurance and confidence in driving results while solving problems and engaging others' commitment are essential.

    About The Job Holder

    To create a successful environment, you must have a passion for management and customer service through regular coaching, engagement, and motivation of Team Managers.

    A confident and experienced leader with excellent problem-solving skills is required to deliver effectively in a fast-paced and changing environment.

    The job holder will be a self-assured competent manager with experience in driving KPI performance, client management, financial understanding, and robust relationships with internal and external stakeholders.

    Key Responsibilities

    • Lead teams to meet and exceed business objectives, ensuring consistent achievement of financial and operational KPIs across the site.
    • Line manage team managers responsible for daily operations of agents handling customer inquiries and issues.
    • Undertake 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 operational levels to positively impact financial and operational performance.
    • Ensure client satisfaction surveys are conducted and action plans implemented and reviewed.
    • Manage client escalations relating to performance.
    • Foster open communication, cascading key messages and managing client relationships at an operational level.
    • Presentation of 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 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: 45,000 - 55,000 ZAR basic per month.

    Benefits: Medical aid and pension.

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



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