ZAF Operations Assistant Manager Monzo (1154)

TP Group; Gqeberha; On-site; ZAR 420,000 - 620,000; Full time

Job summary

TP Group is seeking a seasoned Operations Supervisor for our South Africa operations. The role focuses on monitoring, evaluating and improving quality standards to drive campaign effectiveness.

You will lead and coach direct reports, manage SLAs, and partner with clients to ensure sustained performance and continuous improvement.

Qualifications

• At least 12 months tenure as an Operations Supervisor within Teleperformance (Essential).
• Proven experience in management of a Financial/Regulated/Collections contact centre.
• Experience in KPI management.
• Solid understanding of how Quality can influence achievement of business objectives.
• Strong motivational skills to develop people’s attitudes and skills.

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 requirements.
• 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 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 ongoing 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, adjust to meet changing requirements.
• Attend business reviews with the Client.
• Effectively manage a team of team leaders.

Skills

Operations supervision

Team management

KPI management

Quality assurance

Coaching & development

Education

OAMJUMP completed

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