Operations Manager

SUMMARY:

JOB PURPOSE
Responsible for the day to day operational management of our Service Contact Centre.  Managing and coaching multi-skilled Contact Centre teams via the Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
 
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.

POSITION INFO:

Operations Manager
Location:                            Cape Town
Reports to (role):              Divisional Manager                        
 
JOB PURPOSE
Responsible for the day to day operational management of our Service Contact Centre.  Managing and coaching multi-skilled Contact Centre teams via the Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
 
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.
 

ACCOUNTABILTIES & DELIVERABLES

• Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetite
• Manage and support the delivery of the Contact Centre’s operational service strategy
• Lead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
• Provide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
• Effectively manage and develop the performance, talent and future capability of all direct reports and wider team
• Accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite
• Operate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
• Drive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
• Work with the Business to deliver new products, changes or initiatives impacting Customer Service
• Ensure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
• Designing and delivering reward and incentive schemes aligned to fair customer outcomes
• Ownership of first line operational risks and controls
• Develop strong working relationships with key internal and external stakeholders, to achieve business objectives

• Proven leader and relationship manager across teams and in a matrix management organisation
• Detailed understanding and experience of Contact Centre Management
• Strong relationship & stakeholder management skills at a Senior Manager and Executive level
• Project management skills in complex multi-functional projects
• Strong influencing, negotiating & networking skills
• Excellent management and interpersonal skills
• Ability to think strategically but translate this into deliverable plans which drive the business forward
• Prepared to challenge and to manage conflict, at all levels
• Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
• Strong awareness and understanding of Conduct Risk

NB! This job is now closed. You can apply for other jobs by uploading your CV.