Operations Manager

Key purpose:

To deliver all operational and commercial performance metrics across your business stream through the management of Our company, ultimately delivering revenue, gross margin, and all KPIs while driving and developing an effective culture.

Duties and responsibilities:

• Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate and coach the organisations Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
• Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Create and maintain a strong performance driven working environment
• Communicate effectively with your 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 reports.
• Objective setting to achieve delivery of Client strategic vision
• Objective setting to achieve delivery of the company's contractual and internal KPIs and financial targets
• Analysis of reports and decision making in relation to performance management and disciplinary issues 
• Operational clients
• Client support functions
• Operational Excellence management teams 
• Client Engagement management teams 
• Innovation & Insight teams 
• People & Culture teams

Qualifications and experience:

• Matric
• Tertiary qualifications would be advantageous
• 2 - 4 years experience as an Operations Manager or Senior Team Leader
• Experience within Contact centre operational management and strategic planning
• Excellent written, numeracy, verbal and presentation skills
• Highly proficient in MS Office applications
• Commercial awareness and financial management