Operations Manager: People & Performance Lead

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A customer service management company in Durban seeks an Operations Manager to oversee complex customer complaint handling and manage team performance. Candidates should have at least 3 years in operations management within a BPO environment and relevant experience in the financial sector. Strong communication skills and proficiency in MS Excel are essential. A focus on leadership and team development is key. This position includes managing various operational responsibilities to meet client expectations.

Qualifications

• 3 years in an Operations Management role in a BPO/Call Centre environment.
• Experience in financial services essential (Banking/Insurance).
• Experience in complaints handling, ideally with UK-based clients.

Responsibilities

• Support effective operational delivery of managing complex customer complaints.
• Manage performance and achievement of Team Leader KPIs.
• Define operational objectives and key operational metrics.
• Ensure effective client communication and relationship management.

Skills

Interpersonal and communication skills

Leadership

Analytical skills

Coaching and mentoring

Decision-making

Education

Matric/NQF 4

Relevant tertiary qualification

Tools

MS Excel

Job description

A customer service management company in Durban seeks an Operations Manager to oversee complex customer complaint handling and manage team performance. Candidates should have at least 3 years in operations management within a BPO environment and relevant experience in the financial sector. Strong communication skills and proficiency in MS Excel are essential. A focus on leadership and team development is key. This position includes managing various operational responsibilities to meet client expectations.