Operations Manager - Durban - South Africa
Core
Drive operational targets, business strategy, and cultural transformation within a call center operation while leading teams to achieve high KPIs and customer satisfaction.
Role type
Senior Operations Manager (Call Center/BPO)
Builds
Call center operations and business process delivery for global clients
Domain
Business Process Outsourcing (BPO) / Telecommunications / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic planning, team leadership and coaching, performance management, change management, commercial acumen, sales growth, resource and contingency management, staff attrition management, compliance management
Preferred skills
Tertiary qualification, experience in motivational techniques, campaign initiation
Technologies
N/A
Responsibilities
Deliver operational targets and business strategy, create and drive strategic operating plans, lead projects for cultural change and transformation, manage change by preparing teams through leadership and coaching, support team managers during periods of change, grow business by increasing sales and value, maintain excellent customer service, execute strategies to improve team performance, understand resource and contingency arrangements, conduct performance reviews, lead and develop direct reports to ensure KPI attainment and compliance, identify opportunities to develop direct report skills, manage staff attrition proactively, manage staff within company policies and relevant legislation
Seniority
Senior, hands-on IC with management oversight