SENIOR OPERATIONS MANAGER

The Senior Operations Manager: Contact Centre will manage and lead the Contact Centre campaigns in their specific clusters. This role will provide direction to the Operations Managers and Contact Centre Managers to operate independently by implementing clear and effective strategic, commercial, operational and business plans, in conjunction with the Head of BPO, to drive successful delivery of operations, and subsequently ensuring growth in the campaigns. 

They will be responsible for driving the financial viability within the cluster by analyzing data and ensure financial performance. They will manage strategic customer relationships and ensure a profitable and revenue-generating of all the campaigns within the cluster. They will be responsible to for driving a cohesive culture within the cluster as well as the ensure that people practices are optimized to create continuous improvement and a great place to work for your team to ensure an optimal service offering to our customers.

You will have ongoing accountability for the operational delivery at a strategic level of all aspects of the campaign, ensuring that these campaigns are managed in line with the agreed strategies, targets and SLAs.

KEY RESPONSIBILITIES:

BPO Contact Centre Management:

• Grow the cluster by deploying digital solutions as identified in the business and the Group in conjunction with Head of BPO.
• Provide cluster team members with empowering insight of IsonXperiences vision, values and the key strategic objectives so that these stakeholders are fully aware of the current as well as future opportunities and challenges.
• Assist in the development of the cluster strategy and budget in conjunction with the Head of BPO et al.

Internal Business Processes:

• Lead and motivate a team of managers to set customer service targets and plan areas of improvement and development.
• Recruit staff aligned to the customer IsonXperiences values and high customer satisfaction and performance culture.
• Living and instilling the brand (brand ambassador) and values and ensuring change by influencing employeesâ?? behavior accordingly (leading by example).
• Ensuring regular and consistent communication through various mediums with your Managers to provide input and support, monitor overall performance progress and to troubleshoot performance issues to ensure achievement of the clients Service Level Agreement (SLA) et al.

People:

• Driving a performance-driven culture where staff perform at optimal levels and exceed performance targets around productivity and service delivery.
• Reviewing, monitoring and tracking of individual Manager performance monthly and relevant documentation thereof.
• Ensuring full performance reviews are carried out with Contact Centre Managers on a monthly basis, including setting of KPAâ??s and documenting thereof et al

Customer:

• Overseeing relationships with service providers and ensuring all the services are delivered accurately and timeously.
• Evaluating the performance of service providers, reporting any deviations thereof and rectifying accordingly.
• Assisting in managing relationships with stakeholders and acting as a trusted and reliable advisor and ambassador for IsonXperiences et al.

Financial:

• Assisting Operations in achieving financial targets by accurately scheduling staff, managing resources and supporting a cost-effective Operational environment by continuously reviewing how to increase profits, efficiency and reduce costs et al

 

• Grade 12 or equivalent NQF level essential
• Contact Centre Management qualification or any other related tertiary qualification is an advantage
• Management or leadership qualification (i.e. diploma, Learner ship, etc.) essential
• 4 - 6 yearsâ?? in a similar role in customer service environment
• Minimum of 10 yearsâ?? experience essential in managing Contact Centers in the role of a manager
• 3 - 5 yearsâ?? experience in managing and developing budgets and financial forecasts
• Telecommunications experience Advantageous