Operations Team Lead - KPI-Driven, Client-Focused

Teleperformance; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Teleperformance in Cape Town seeks an experienced Operations Manager to monitor, evaluate and improve the effectiveness of quality standards on the campaign. You will lead a team of team leaders, drive performance, and ensure delivery meets client expectations.

You will collaborate with Training, HR, Quality, WFM and TA to implement improvement plans, conduct regular reviews, and create a positive work environment that supports continuous service excellence for our client.

Qualifications

• 2/3 years’ experience as an Operations Manager within the BPO sector.
• Proven experience in management of a contact center
• Experience in KPI Management
• Matric/ Equivalent

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
• Create and maximize the relationship with The Client.
• 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 on-going 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 The Client 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 adjust meet changing requirements.
• Attend business reviews with the Client.
• Effectively manage a team of team leaders.

Skills

Operations management

Contact center management

KPI management

Education

Matric/Equivalent

Job description

Teleperformance in Cape Town seeks an experienced Operations Manager to monitor, evaluate and improve the effectiveness of quality standards on the campaign. You will lead a team of team leaders, drive performance, and ensure delivery meets client expectations.

You will collaborate with Training, HR, Quality, WFM and TA to implement improvement plans, conduct regular reviews, and create a positive work environment that supports continuous service excellence for our client.