Operations Manager

Spane4All; Johannesburg; On-site; ZAR 500,000 - 750,000; Full time

Job summary

A leading company is seeking an Operations Manager to oversee daily operations of their contact centre in Johannesburg. The ideal candidate will lead performance management, ensure excellent customer service, and manage resources effectively. With 5 years of management experience and solid operational expertise, you will thrive in a dynamic environment that supports innovation and collaboration.

Benefits

Opportunities to network and collaborate

A progressive and agile work environment

Opportunities to innovate and take initiative

Qualifications

• 3 years experience with Life Underwritten products required.
• 5 years management experience in a sales call centre environment.
• Operational experience necessary.

Responsibilities

• Oversee daily operations to ensure efficient running of the contact centre.
• Handle and resolve complex customer issues.
• Set and track performance targets for staff.

Skills

Leadership

Customer Service

Performance Management

Adaptability

Attention to Detail

Education

NQF Level 6 or 7

Job description

Time left to apply: End Date : June 6, (5 days left to apply)

Job Requisition ID: R

Job Description

To ensure efficient optimisation of operations resources to deliver on client expectations in compliance with statutory, legal, regulatory, risk requirements and execute transactions in line with ACI model code, ICC Rules, CSD, Stock Exchange and RMB requirements.

Hello Future Operations Manager,

Welcome to FNB, the home of the #changeables.

We design for the shapeshifters and deliver products and services that make us incredibly proud of the people who make it happen. As part of our talented team in FR Life Assurance, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious.

Now's the time to imagine your potential in a team where experts come together and ignite effective change.

Key Responsibilities

• Operational Leadership: Oversee daily operations to ensure contact centre is running efficiently. Implement / Enhance operational strategies and policies. Manage contact centre resources, including staff, equipment, and technology. Monitor and analyse KPIs to identify areas for improvement. Prepare and manage campaign metrics.
• Team Management: Address and resolve employee issues and concerns. Recruitment.
• Customer Service Focus: Handle and resolve complex customer issues and complaints. Monitor call quality and identify areas for improvement. Update contact centre scripts.
• Performance Management: Set and track performance targets. Analyse contact centre data and prepare reports. Implement strategies to improve performance and productivity. Run incentives / marathon days.
• Communication and Reporting: Communicate effectively with staff, management, and stakeholders. Prepare and present reports. Attend meetings and represent the contact centre.

Ideal Candidate

• NQF Level 6 or 7
• 3 Years Experience with Life Underwritten products
• 5 Years management experience in a sales call centre environment
• Operational Experience

We Offer

• Opportunities to network and collaborate
• A progressive and agile work environment
• Opportunities to innovate and take initiative

We Seek

• Adaptability and curiosity
• Attention to detail
• Ability to thrive in a collaborative and deadline-driven environment
• Capability to handle pressure

Apply now to take the next step. We look forward to connecting with you!

All appointments will be made in line with FirstRand Group's Employment Equity plan. The bank supports the recruitment of individuals with disabilities. Candidates may disclose disability information voluntarily; it will be kept confidential unless required by law.

Note: Applications will not be accepted after June 6. Please submit your application before the deadline.