ZAF Operations Assistant Manager Monzo (1154)

Tp-8f723eaf; Gqeberha; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Tp-8f723eaf is seeking an Operations Supervisor to support ongoing growth of the campaign. The successful candidate will monitor, evaluate and improve the effectiveness of quality standards across the operation.

You will lead a team, manage attendance and performance, participate in client reviews, and drive continuous improvement through coaching and best practices.

This role requires KPI management, regulatory knowledge, and strong people skills to deliver superior service.

Qualifications

• 12+ months as an Operations Supervisor at Teleperformance (essential).
• Experience managing a Financial/Regulated/Collections contact center.
• Experience with KPI management.
• OAMJUMP completed (essential).
• Understanding how Quality influences business objectives.
• Strong ability to motivate and develop people.

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed.
• Select, train, develop, and manage performance of direct reports and associates; plan and assign work per policies.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics).
• Conduct reviews with The Client on performance and mitigate KPI failures via remedial actions.
• Create and maximize the relationship with The Client.
• Provide leadership to direct reports to ensure policy adherence and corrective actions.
• Conduct regular one-on-ones to review performance and coaching needs.
• Foster positive work environment; address employee relations professionally.
• Participate in cross-functional meetings to define action plans with support functions and The Client.
• Implement best practices and over-deliver for clients; adjust staffing to changing requirements.
• Attend business reviews with the Client and manage a team of team leaders.

Skills

Emotional Intelligence

Entrepreneurship

Communication

Collaboration

Open-Mindedness

Solution Orientation

Process Excellence

Critical Thinking

Job description

Overview

The role is to support the continued growth of the campaign. The successful candidate willbe responsible formonitoring,evaluatingand improving effectiveness of Quality standards on the campaign.

Qualifications

Qualifications & Experience Required:

• At least12 monthstenure as an Operations Supervisorwithin Teleperformance (Essential)

• Proven experience in management of a Financial/Regulated/ CollectionsContactCenter

• Experience in KPI Management

• OAMJUMPcompleted (Essential)

• Solid understanding of how Quality can influence achievement of business objectives

• Strong motivational skills to develop people’s attitudes and skills

Responsibilities

Key Responsibilities:

• Analyzeandmaintainall 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 staffin accordance withthe 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 failuresby means ofremedial 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 theirteam,and offer on-going developmental coaching.

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional andtimelymanner.

• 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-deliverfor clients, drive consistent performance, evaluate staffing needs, with input from BD and Client, adjustto meetchanging requirements.

• Attend business reviews with the Client.

• Effectively manage a team of team leaders.

Skills & CompetenciesRequired:

Emotional Intelligence

Understanding and managing one's emotions and the emotions of others to foster positive relationships and enhance the impact of action

Listenactively to the (emotional) needs of your team members,strivesto understandthemandactsappropriately to build positive relationships.

Entrepreneurship

Visionary leadership often requires taking initiative, managing risks, and driving innovation.

Communication

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership.

Collaboration

Effective interpersonal skills are essential for teamwork and building strong professional relationships.

Open-Mindedness

Being receptive to different perspectives helps in building meaningful relationships.

Solution Orientation

Problem-solvingis the process of analyzing an issue, finding its causes, and figuringatthe best way to fix it.

Solution orientationis the mindset of focusing on solutions instead of just the problem.

They work together because:

• Problem-solving helpsunderstandthe issue.

• Solutionorientationkeepsthingspositive and action-focusedinstead of getting stuck on obstacles.

Together, they ensureboth analysis and actionto fix problems efficiently

Process Excellence

Achievement-oriented individuals strive for efficiency and effectiveness in their work.

Critical Thinking

They analyze situations to overcome obstacles and achieve results