Operations Manager

SUMMARY:
A global leader in contact centre solutions that maintains meticulously high standards for customer care is looking for a well-spoken and pragmatic Customer Service Operations Manager to join their world-class team.

POSITION INFO:

The Operations Manager will be responsible to lead a team of customer service leaders and representatives to ensure team commitment, daily operations effectiveness, and the best-in-class customer service.

Key Responsibilities:

• Ensure compliance with the contents of the contracts of each of the line of businesses under its responsibility.
• Implement and act in accordance with the information security policies of customer contracts and business in general
• Direct, guide, control, teach, lead and motivate collaborators under their responsibility.
• Analyse and interpret the results, detect root causes of areas of opportunities and act even with precision until resolving incidents.
• Detect needs and/or areas of opportunity of each of the clients under their responsibility and implement strategies for continuous improvement.
• Manage and execute the human and material resources aimed at the business and customer objectives.
• Communicate, monitor and provide feedback to the direct reporting line with timely data and facts.
• Develop and implement effective communication and leadership methods
• Manage the operations with quality oriented to the satisfaction of the end users of our client to ensure the objective of Integral Solution at the first contact.
• Continuously develop staff skills and abilities.
• Prepare, analyse and interpret reports for the Site Director.
• Work cross-functionally with Workforce Management, Quality, coordinator and other departments to improve operational efficiencies and ensure quality objectives are consistently achieved
• Ensure open door policy and manage through hands-on involvement on the call centre floor
• Assist Site Director with operational strategic planning; perform other duties as assigned

Desired Skills and Experience:

• Successfully completed commercial or business studies
• 5+ years call centre leadership experience; with account management preferred.
• Advanced or native English Level (writing, reading, listening, and speaking)
• Customer Service Experience with multinationals or international accounts.
• Results-driven and comfortable working in a fast-paced environment; ability to effectively prioritize changing needs
• Ability to quickly resolve concerns and problems within program
• Numerical and analytical capacity.
• Ability to lead, guide and motivate team members to achieve desired results
• Advanced written and verbal communication skills
• Ability to interact and own relationship with clients and internal/external business stakeholders
• Results-driven, action-oriented, and self-motivated mindset
• Experience with call centre technology, including ACD, workforce management agent productivity tools, and quality management tools
• Familiar with COPC and other related call centre operation standards
• Proficient in Microsoft Office Suite and other business programs as required.
• Mastery of metric and KPI management 

The next step is to enter the application process by completing the role match questionnaire. This online questionnaire is designed to identify if you are a good match for the role and the company and also help predict a new hire''s on-the-job performance and retainability. You will be required to use the link below, using a google chrome browser.

Creating your profile:

Please navigate to https://ai.pivotaltalent.co.za/Select?CID=20607 (we recommend using Chrome)

1. Registration and authentication:
2. Select ‘New registration’
3. Complete registration information. Your email and password can be used to log in and continue building your profile, if you do not complete it in one session. Remember to accept the terms and conditions. 
4. Select ‘Register a new account’

A few general guidelines for completing the assessment:

1. Follow the registration page and register as a new user.
2. There are no right/wrong answers. Do not see this as a test, just a way of assessing how you see things and approach problems. 
3. Read the instruction pages carefully, there are timed questions, if you go past them you cannot go back. You only have one chance to complete the assessment.
4. The 1st section is the most challenging and is also timed, take notes right from the start! Do not let this section discourage you.
5. Please find the time to put aside 45 min to complete the assessment (without any distractions).

Please note that selecting ‘next’ on the assessment saves the current progress.

Please ensure that you do this before logging out. (It is recommended not to log out during a section that is timed, as indicated by a counter at the top of the page). 

If you have any issues while completing the assessment, please send an email to --------Please upload your CV here--------> with a screenshot of your error message; in this way we can give your support requirements the attention it needs.

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