Senior Operations Manager - Contact Center & Quality

Teleperformance; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Teleperformance in Cape Town seeks an experienced Quality and Operations leader to monitor, evaluate, and improve the effectiveness of quality standards across the campaign. The role requires overseeing SLAs, coaching staff, and driving continuous improvement for international voice/email/chat/tech support activities.

The ideal candidate will have 5+ years in business process off-shoring, 3+ years in contact centre management, and strengths in KPI management, Excel analytics, and leadership.

Qualifications

• Minimum 5 years of work experience in Business Process Off-shoring.

Responsibilities

• Analyse and maintain all Service Level agreements; implement improvement plans as needed
• Select, train, develop, and manage 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

Leadership

Team management

Data analysis

Quality improvement

English proficiency

Problem solving

Communication

Education

Bachelor’s degree or equivalent in call centre / business field

Tools

Excel

Lean Six Sigma

Job description

Teleperformance in Cape Town seeks an experienced Quality and Operations leader to monitor, evaluate, and improve the effectiveness of quality standards across the campaign. The role requires overseeing SLAs, coaching staff, and driving continuous improvement for international voice/email/chat/tech support activities.

The ideal candidate will have 5+ years in business process off-shoring, 3+ years in contact centre management, and strengths in KPI management, Excel analytics, and leadership.