Vacancy Details

Operations Manager

Job Ref:

Job Title:
Operations Manager



40 hrs a week

Close Date for applications:
Close date not set

Main Responsibilities:

Role Title: Operations Manager

Job Purpose:

TheOperations Managerleads and coordinates a team of up to 200 CEA`s / 10 CEL`s and ensures all operational duties are carried out in accordance with scheduled rosters and documented policies, and the SLAs set by the client are met.

- Leads a team of 150 - 200 customer experience advisors and motivates them to achieve the team` SLA. Consistently achieves all KPI`s and SLA`s set by the clients with strict adherence to Quality parameters.
- Manages team responsibilities and allocates work to the Team Leaders.
- Supervises and coordinates the activities of customer experience advisors as well as team leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Prioritises and assigns work to advisors and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements and break management as necessary. Devises strategies to pro-actively minimise attrition & absenteeism.
- Organises training programmes/ refresher courses for the team leaders. Appraises them on their performance and provides regular feedback. Manages the performance appraisal process for the entire team every month.
- Interacts with other departments i.e. HR to develop and maintain effective rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and administrative requirements.
- Generates and updates various reports such as performance reports, evaluation reports, issue logs and attendance reports etc.
- Initiates and administers the rewards and recognition programme for the team.
This is not an exhaustive list of activities.

Proven supervisory experience in the call centre industry, preferably within outsourcing.
- Good communication skills- oral and written skills, people management and problem solving skills.
- Presentational Skills
- Managing quality assurance programmes
- Strong business acumen
- Ability to display business innovation
- Strong organisational, planning and analytical skills.
- Good mathematical and statistical skills for analysis of performance, trend data and generation of reports.
- Excellent knowledge of MS Office and especially `Excel`.

- ILM in Management
- Good knowledge of the product, process and the industry trends.
- Proven mentoring and motivating skills.
- Proven coaching and feedback skills.

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