At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.
YOUR MISSION
Your mission as Operations Manager will be to plan, coordinate, and direct service delivery for one or more of our clients.
The focus of this job is on achieving results that are aligned with the larger picture of the organisation and its strategic goals.
You'll be responsible for ensuring client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.
We're looking for someone who enjoys getting things done quickly and handling a variety of activities. Self-assurance and the confidence to purposely drive toward results while constantly problem-solving and engaging the commitment of others is essential.
LOCATION
On-site at our Victoria & Alfred Waterfront site in Cape Town (you must be based within commutable distance)
ABOUT YOU
It is essential you have a passion for management and customer service in order to create an environment for success through regular coaching, engaging, and motivating your Team Managers.
It is also important that you are a confident and experienced leader, with great problem-solving skills that can effectively deliver in a fast-paced and changeable environment.
You will be a self-assured competent manager with experience in driving KPI performance, client management, and understanding financial budgets, forecasts, pricing models, and bill-to-pay. You will be able to establish robust working relationships with both internal and external stakeholders.
KEY RESPONSIBILITIES
- Lead teams to meet and exceed business objectives (client and corporate service, quality, and contribution goals, as well as financial, metric, and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
- Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
- Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviours. This includes regular observations.
- Action commercial decisions affecting P&L
- Create budgets/forecasts and tracks financial performance against plan.
- Responsible for the accurate tracking of costs related to, or billable to, the client
- An understanding in which operational levers to pull in order to positively impact financial and operational performance.
- Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
- Management of any client escalations relating to Operation performance.
- Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to the required quality.
- Prepare, analyse, and present data to the client as part of monthly, quarterly, and annual business reviews.
- Leadership: Strong leadership skills with the ability to manage multiple teams and large groups of people.
- Expertise: Minimum of 2 years experience in a Contact Centre Operations Manager role.
- Communication skills: Excellent Interpersonal/communication skills, communicating at all levels.
- Ability: Good numeric and verbal reasoning skills.
- Critical thinking: Effective problem-solving skills.
- Employee performance: Performance Management skills.
- Knowledge: Demonstrated knowledge of industry & general business management.
- Background: A clear criminal background check.
- Education: Minimum Grade 12.
Contract Duration: Permanent
Salary: 50, 000 - 55, 000 ZAR per month
Benefits: Medical aid and pension
APPLICATION PROCESS
We will review your application and if you are invited to an interview, please note that this will be on-site at our new site!
Apply Now! We look forward to reviewing your application.
Foundever is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.
DATA NOTICE
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by legislation and then destroyed.
