Operations Manager

TTEC; Cape Town; On-site; ZAR 200 000 - 400 000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Manager in Cape Town, where your leadership and coaching skills will shine. In this dynamic role, you will inspire your team to achieve client goals, enhance customer satisfaction, and foster a positive work environment. You will be instrumental in mentoring associates, managing performance metrics, and ensuring a high-quality customer experience. This innovative firm values your professional development and offers a supportive culture, making it an exciting opportunity to grow your career while making a difference in customer experiences.

Benefits

Paid Time Off (PTO)

Wellness Benefits

Healthcare Benefits

Tuition Reimbursement

Performance Bonus Opportunities

Qualifications

• Minimum 1 year of call center or equivalent work experience.
• Strong customer-focused mindset with leadership abilities.

Responsibilities

• Support and motivate your team to meet client goals.
• Coach associates and manage multiple ongoing tasks.

Skills

Leadership

Coaching

Customer Focus

Data Interpretation

Time Management

Organizational Skills

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Service Delivery Manager working onsite in Cape Town, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

During a Typical Day, You’ll

1. Improve the key success metrics associated with goals. These include:

• Customer Satisfaction Score
• Quality Goals

Coach associates to ensure achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products or processes of projects.

Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team.

What You Bring to the Role

1. Minimum 1 year call center or equivalent work experience.
2. Continuously promote a performance-driven culture and always work towards reaching for amazing.
3. Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks.
4. Consistently mentor and inspire others.
5. Customer focused mindset.
6. Understanding, interpreting, and manipulating data for reporting.

What You Can Expect

1. Supportive of your career and professional development.
2. An inclusive culture and community-minded organization where giving back is encouraged.
3. A global team of curious lifelong learners guided by our company values.
4. Ask us about our paid time off (PTO) and wellness and healthcare benefits.
5. A great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement).

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams.

We’re customer experience champions! Founded in 1982 and with more than 49,500 employees operating across six continents, we use a blend of technology and humanity to help clients provide a great experience to their customers, build customer loyalty, and grow their business.