Operational Delivery Manager

Foundever; Cape Town; On-site; ZAR 300,000 - 400,000; Full time

Job summary

Foundever is seeking a committed Operational Delivery Manager in Cape Town to lead service delivery for multiple clients. The ideal candidate will possess strong leadership and problem-solving skills, driving team performance while ensuring client satisfaction. If you have a passion for customer service and management, this permanent position offers an exciting opportunity to grow your career in a dynamic environment.

Benefits

Medical aid

Pension benefits

Qualifications

• Minimum of 2 years' experience in Contact Centre Operations.
• Strong leadership skills with the ability to manage multiple teams.
• Excellent interpersonal and communication skills.

Responsibilities

• Lead teams to meet and exceed operational KPIs.
• Manage client relationships and expectations.
• Conduct performance reviews and track costs accurately.

Skills

Leadership

Problem-solving

Communication

Performance Management

Job description

Operational Delivery Manager Operational Delivery Manager Req ID# : Cape Town, South Africa, ZA Job Description : THE MISSION

The focus of this job is on achieving results which are aligned with the larger picture of the organization and its strategic goals.

The Operational Delivery Manager plans, coordinates, and directs service delivery for one or more of our clients.

They ensure that client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.

The job requires 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 commitment of others is essential.

ABOUT THE JOB HOLDER

It is essential that 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 skills that can effectively deliver in a fast-paced and changeable environment.

The job holder will be a self-assured competent manager with experience in driving KPI performance, client management, 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.

WHY FOUNDEVER?

At Foundever, you will find out 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 realizing your potential?

We focus on you, and with your drive, look to create your best moments.

KEY RESPONSIBILITIES Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well asmetric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site Line Management responsibility for team managers who are responsible for managing day-to-day operations of a team of agents handling customer questions and issues Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviors Responsible for the accurate tracking of costs related to, or billable to, the client An understanding in which operational levels 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 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 required quality Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well asmetric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site Line Management responsibility for team managers who are responsible for managing day-to-day operations of a team of agents handling customer questions and issues Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviors Responsible for the accurate tracking of costs related to, or billable to, the client An understanding in which operational levels 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 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 required quality Prepare, analyse and present data to the client as part of 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 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 and general business management.

KEY POINTS

Salary : 45, – 55, ZAR basic per month Benefits : Medical aid and pension Contract Type : Permanent, 40 hours (full time) Working Pattern : Core business hours Job Segment : Call Center, Manager, Performance Management, Business Manager, Customer Service, Management, Human Resources

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