About the Role: SA Commercial is seeking a results-oriented and experienced
Operations Manager to lead a dynamic Contact Centre team. This role is crucial to our mission of delivering outstanding customer service and operational excellence. The Operations Manager will oversee daily operations, manage performance, and ensure that all service level agreements (SLAs) are met to enhance customer satisfaction and business outcomes.
Key Responsibilities: - Operational Leadership: Lead, mentor, and support the Contact Centre team, fostering a high-performance culture that aligns with company goals and client expectations.
- Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs.
- Client Relations: Maintain strong client relationships by ensuring service excellence, actively addressing issues, and providing regular reporting on performance.
- Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive efficiency, productivity, and continuous improvement.
- Resource Management: Oversee staffing, scheduling, and resource allocation to ensure balanced workloads and efficient operations.
- Process Improvement: Identify areas for operational improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction.
- Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and other key metrics.
- Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks.
- Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities.
Requirements: - Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
- Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
- Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations.
- Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
- Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms.
- Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks.
- Comfortable working night shift.
Preferred Qualifications: - Education: Bachelor’s degree in business management, Operations, or related field.
What We Offer: - A dynamic, fast-paced work environment in a growing company.
- Opportunities for professional growth and development.
- Competitive salary and benefits package.
- An inclusive workplace that values diversity and encourages innovative thinking.
