Operations Manager

Ithemba Recruitment- Sourcing Top Talent; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment agency in Durban is seeking an Operations Manager to drive operational excellence and manage client relationships. This role involves achieving KPIs, leading and developing teams, and enhancing employee engagement. The ideal candidate should have a minimum of 2-4 years of relevant experience, strong operational management skills, and excellent communication abilities. This position offers an opportunity to create a motivating work environment and meet strategic goals.

Qualifications

• Minimum of 2-4 years experience in Operations Management or as a Senior Team Leader.
• Experience in Contact Centre operation management and strategic planning required.
• Proficient in MS Office applications.

Responsibilities

• Achieve all operational KPIs and customer satisfaction targets.
• Manage client relationships to ensure high satisfaction.
• Lead and develop the team to provide superior service.
• Partner with HR to improve employee satisfaction and engagement.
• Conduct analysis for performance management.

Skills

Operations Management

Client Relationship Management

Team Leadership

Strategic Planning

Commercial Awareness

Financial Management

Excellent Communication Skills

Numeracy Skills

MS Office Proficiency

Education

Matric

Tertiary Qualifications

Job description

To deliver all operational and commercial performance metrics across your business stream through the management ofOur company, ultimately delivering revenue, gross margin, and all KPIs while driving and developing an effective culture.

Duties and responsibilities:

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate and coach the organisations Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and reports.
• Objective setting to achieve delivery of Client strategic vision
• Objective setting to achieve delivery of the company's contractual and internal KPIs and financial targets
• Analysis of reports and decision making in relation to performance management and disciplinary issues
• Operational clients
• Client support functions
• Operational Excellence management teams
• Client Engagement management teams
• Innovation & Insight teams
• People & Culture teams

Qualifications and experience:

• Matric
• Tertiary qualifications would be advantageous
• 2 - 4 years experience as an Operations Manager or Senior Team Leader
• Experience within Contact centre operational management and strategic planning
• Excellent written, numeracy, verbal and presentation skills
• Highly proficient in MS Office applications
• Commercial awareness and financial management