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Open nowFirst seen 3 days ago

Senior Operations Manager

Ithemba Recruitment- Sourcing Top Talent650 open roles

Where
Durban, KZN, South Africa
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Your applicationOpen nowSenior Operations ManagerIthemba Recruitment- Sourcing Top Talent · Durban, KZN, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Ithemba Recruitment- Sourcing Top Talent's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Key purpose:

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.

Duties and responsibilities:

  • 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
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