Operations Manager | Johannesburg | Permanent

Edgexec (Pty) Ltd; Johannesburg; In loco; ZAR 1.200.000 - 1.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary package

Descrizione del lavoro

Edgexec (Pty) Ltd in Johannesburg is seeking an experienced Operations Manager to oversee and optimize extensive call centre operations across inbound, outbound, and blended channels.

You will develop strategies aligned with SLAs, KPIs, and customer experience targets, manage workforce planning, and drive continuous improvement while maintaining regulatory and data protection standards. The role collaborates with BI, QA, and Training teams to uplift performance.

Competenze

• 10+ years in operations management within contact centre or digital environments.
• Strong leadership, people mgmt, and client relationship skills.
• Proven ability to optimize workflows, scheduling, and resources.
• Experience with analytics, compliance, and stakeholder mgmt.

Mansioni

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, and CX targets.
• Optimize workflow, capacity planning, and workforce scheduling.
• Drive continuous improvement in processes, controls, and service delivery.
• Ensure compliance with regulations, policies, and data protection.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chat channels.
• Manage dialer configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards and metrics to identify trends, risks, and opportunities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.

Conoscenze

Leadership

People management

Analytics

Stakeholder management

Communication

Client relationships

Strumenti

Dialer systems

AVM

WhatsApp

Chatbots

Descrizione del lavoro

Join a dynamic organization committed to excellence in customer service delivery, where your leadership can make a tangible impact on operational outcomes. Our client, a leading entity within the contact center and digital solutions space, is seeking a seasoned Operations Manager to oversee and optimize their extensive call center operations.

Duties:

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, customer experience targets, and business objectives.
• Optimize workflow, resource allocation, capacity planning, and workforce scheduling.
• Drive continuous improvement in operational processes, controls, and service delivery.
• Ensure compliance with relevant regulations, company policies, data protection standards, and internal controls.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chatbot channels.
• Manage dialler configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards, reports, and operational metrics to identify trends, risks, and opportunities.
• Implement corrective actions for underperformance and recognize high performers.
• Partner with BI, Quality Assurance, and Training teams to improve agent capabilities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.
• Drive employee engagement, retention, and a high-performance culture.
• Oversee workforce management and performance review processes.
• Act as an escalation point for client issues and ensure effective resolution.
• Maintain strong client relationships through regular communication and performance reviews.
• Collaborate with IT, HR, Training, Finance, and other stakeholders to align operations with organizational strategy.
• Identify operational risks, conduct root cause analysis, and implement mitigation strategies.

Requirements:

• Minimum of 10 years' experience in operations management within a contact centre or digital environment.
• Strong leadership and people management skills.
• Proven ability to optimize workflows and resource planning.
• Expertise in analytics, compliance, and stakeholder management.
• Experience managing digital collections and multi-channel campaigns.
• Ability to analyze operational data and implement improvement initiatives.
• Excellent communication and client relationship skills.

Nice to Have:

• Experience with AVM, WhatsApp, and chatbot channel management.
• Knowledge of call centre dialler systems and campaign segmentation.

What We'll Give You:

• An opportunity to lead a high-performing team within an established organization.
• A competitive salary package.
• The chance to influence operational excellence and customer outcomes at a strategic level.