Operations Manager

Concentrix; Durban; On-site; ZAR 500,000 - 900,000; Full time

Job summary

A leading company in IT Services and Consulting is looking for an Operations Manager in Durban. The role involves overseeing team leaders, ensuring client service agreements are met, and driving financial performance. Candidates should possess strong analytical abilities and leadership skills to enhance team dynamics and operational efficiency.

Qualifications

• Experience as an Operations Manager, call center experience preferred.
• Ability to coach and develop team performance.
• Strong analytical skills to improve work processes.

Responsibilities

• Analyze and maintain client service level agreements; implement improvement plans.
• Maximize revenue generation for financial goals.
• Select, train, and manage performance of team leaders and their teams.

Skills

Analytical skills

Leadership

Communication

Coaching

Team performance management

Job description

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Job Title: Operations Manager

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 goals (e.g., data collection for billable / non-billable hours, forecasting, budgeting, etc.).
• Select, train, develop, and manage performance of direct reports and their teams; including planning and assigning work in accordance with organizational policies and 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 ensure consistent application of company policies and standards; define and implement corrective actions as needed.
• Conduct regular one-on-ones with direct reports to review performance and offer developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relations issues professionally and promptly.
• Participate in cross-functional meetings to review operational support functions and define action plans for continuous improvement.
• Implement best practices, over-deliver for clients, evaluate staffing needs, and make adjustments to meet changing requirements.
• Attend business reviews with the client and handle a team of Team Leaders.

Candidate Profile

• Experience as an Operations Manager; call center experience preferred.
• Ability to coach, develop, and improve team performance.
• Strong analytical skills to improve work processes.
• Ability to work well under pressure and complete tasks professionally.
• Excellent written and verbal communication skills.
• Ability to organize and prioritize projects in a fast-paced environment.
• Willingness to work a flexible schedule.

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

Language Requirements: [Specify if applicable]

Type: Full-time

Industry: IT Services and IT Consulting

Note: This job posting is active and not expired.