Operations Manager

Job Title:

Operations Manager

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved

Essential Functions/Core Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

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  Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

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  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

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  Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

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  Create and maximize relationships with client partners

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  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

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  Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

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  Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

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  Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

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  Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

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  Attend business reviews with the client

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  Handle a team of team leaders

Candidate Profile

• Experience as an Operations Manager

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  Call center experience preferred

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  Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

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  Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

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  Work well under pressure and follow through on items to completion while maintaining professional demeanor

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  Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

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  Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

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  Demonstrated ability to mentor, coach and provide direction to a team of employees

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  Willingness to work a flexible schedule

Location:

ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements:

Time Type:

Full time

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