Senior Operations Manager

Ithemba Recruitment- Sourcing Top Talent; Durban; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A top talent recruitment agency is seeking a Senior Operations Manager based in Durban. In this role, you will deliver operational and commercial performance metrics by managing a team of Operations and Team Managers. Key responsibilities include achieving KPIs, maintaining client relationships, and driving a sales culture. Ideal candidates have a Matric qualification and experience in BPO operational management. This is an excellent opportunity to lead in a dynamic environment.

Qualifications

• Matric is required.
• A Business Management Degree is a strong advantage.
• Experience in outbound & inbound contact centre operational management is essential.
• Minimum of 2 years as a Senior Operations Manager in a BPO contact centre.

Responsibilities

• Achieve operational KPIs including sales performance and customer satisfaction.
• Exceed revenue budget targets through analysis and forecasting.
• Manage daily client relationships ensuring high satisfaction.
• Lead and develop Operations and Team Managers.

Skills

Contact Centre Operational Management

Strategic Planning

Sales Performance Management

Client Relationship Management

Education

Matric

Business Management Degree

Job description

To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture.

Duties and responsibilities

• Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets.
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction.
• Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team.
• Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment.
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including
• Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
• Create and maintain a strong sales culture and performance driven working environment
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and the company's executive reports.

Qualifications

• Matric
• Business Management Degree is highly advantageous
• Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
• 2 years experience as a Senior Operations Manager within a Contact Centre BPO environment; OR
• 3 years experience as an Operations Manager within a Contact Centre BPO environment