Operations Manager

Webhelp Enterprise; Durban; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A client services company in Durban is seeking an Operations Manager to oversee Team Leaders, ensure adherence to service level agreements, and maximize revenue. Qualified candidates should have over seven years of experience and strong sales leadership skills along with a background in the call center environment. The role involves several leadership responsibilities and aims to enhance team performance in a fast-paced setting.

Qualifications

• More than seven years of experience with at least two years of progressive management experience.
• Proven sales leadership experience.
• Ability to analyze and improve work processes.

Responsibilities

• Coach and supervise a group of Team Leaders.
• Ensure Client Service Level Agreement and financial expectations are achieved.
• Maximize revenue generation.

Skills

Sales leadership

Coaching skills

Analytical skills

Excellent communication

Call center experience

Education

Associate's Degree in a related field

Job description

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Job Title

Operations Manager

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e., data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Select, train, develop, and manage performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA - and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs with input from BD and Client, and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders

Candidate Profile

• Associate's Degree in a related field with more than seven years of experience (with at least two years of progressive management experience) preferred
• Proven sales leadership experience, with a track record of driving performance and leading successful teams
• Call center experience preferred
• Demonstrated ability to coach and develop action plans, maximize performance, and provide effective feedback
• Ability to analyze and improve work processes; establish a course of action for self and others to accomplish goals
• Work well under pressure and follow through on items to completion while maintaining professionalism
• Excellent communication skills, both written and verbal, with the ability to effectively present information to internal and external associates
• Ability to organize and prioritize projects in a fast-paced, deadline-oriented environment
• Willingness to work a flexible schedule

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations teams. Responsible for team performance and results within own discipline or function. Receives objectives and determines resource use to meet schedules and goals. Adapts plans to resolve operational challenges. Guided by policies, procedures, and business plans, with input from senior management. Provides technical guidance and is accountable for costs, strategies, and employees.

Disclaimer

The above statements describe the general nature and level of work performed by personnel in this role. They are not exhaustive of all responsibilities, duties, and skills required.

Location

ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements

Time Type: Full time

Application deadline: 2025-08-07

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