OPERATIONS MANAGER

POSITIONS: Operations Manager

BASED IN: Durban, Kwa-Zulu Natal

REPORTS TO: Head of Operations

PURPOSE OF THE JOB

The role will include leading a team of circa 40 agents through three Team Leaders supporting a key Telco client in the delivery of agreed contractual performance (standards and targets) within Outbound Upgrades (delivering a range of bespoke campaigns to increase ARPU and retain customers deemed at potential risk of leaving the Telco).

Core focus will be creating a high-performance culture where team members thrive on delivering consistently strong performance to our customers and identify and implement improvements to maximise campaign potential. In addition, there will be frequent client and stakeholder engagement and the role holder will need to communicate effectively around performance and the improvement agenda. Adept at interpreting data and using trends and patterns to optimise operational and financial opportunity across the campaign.

QUALIFICATIONS & EXPERIENCE

  • Matric
  • 3 years leadership experience in an outbound contact centre with strong Telco knowledge and experience (some international exposure also advantageous, but not essential)
  • Leading scale teams larger than 30 people, managing people through people
  • Used to managing the profitability (revenue and cost) of scale campaigns
  • Stakeholder management experience

JOB RESPONSIBILITIES

  • Leading the delivery of a key Telco campaign to ensure commercial contract SLA’s, Centrevo profitability, client profitability and satisfaction targets are achieved and improvement opportunities optimised
  • Leading, developing a maintaining a team of highly motivated, high performing agents
  • Delivering on all client and Centrevo agreed targets
  • Creating and maintaining a high-performance culture where all team members feel included
  • Coaching and mentoring the team to continually improve and optimise performance delivery
  • Strong planning to ensure that team resources meet client contractual requirements and are optimised
  • Creating strategies that optimise opportunity and team productivity
  • Sampling work outputs produced by the team taking corrective action to address shortcomings and deliver on improvement opportunities
  • Work effectively in a high-pressure environment and ability to manage conflicting priorities
  • Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders value engagement with client using high quality verbal and email communication and maintain a strong and flexible team with peers to share best practices and available resources

COMPETENCIES

  • Excellent verbal and written communication skills
  • Influencing skills
  • Problem Solving skills
  • Time Management skills
  • Planning skills
  • Coaching skills
  • Data Analysis and reporting
  • Attention to detail
  • Able to prioritise work effectively

Interested? Email your CV to careers@centrevo.co.za