Junior Operations Manager

Our client based in Century City that proudly employs over 1,100 talented individuals in over 20 locations world-wide is dedicated to helping there clients acquire, retain and optimize the value of their customer relationships. Some of there products and services include Priority Pass, the worlds largest independent airport VIP lounge access program with +/- 1300 lounges globally and Columbus Insurance, a leading travel insurance specialist Key Skills, Qualifications and Attributes Required: Excellent leadership, people management, communication and influencing skills at a senior level Min 5yrs experience of working in an Outsourcing or Captive contact centre operation in a senior operations role Multifaceted knowledge of business and reporting teams Sound business acumen to understand the inner workings, strategies and philosophies of a business with proven ability to manage multiple and diverse processes Ability to build and maintain strong client relationships including client relationship management, innovation and insights Client satisfaction (CSAT) experience Setting and reviewing Quality performance standards Setting and reviewing of organisational / productivity objectives in line with the commercial contract Time/Self-management skills with ability to multi-task, organize and prioritize Be a role model and set an example in line with South Africas desired standards of conduct, leadership, integrity and professionalism at all times Key Accountability: Manages a team or a first-line team leader who, in turn, supervise day-to-day operations for a team of consultants performing customer care or sales functions for our clients Deliver according to the client SLAs, i.e. achieve optimum quality service; answer calls within agreed time etc Create, live and promote a Contact Centre of the highest quality where results, coaching, nurturing, development, customer delight are the buzzwords Pay particular attention to leave and absenteeism Highlight issues and opportunities and make recommendations that may best boost productivity, results and motivation Ensure that all communication is done in a professional manner Motivate, support and guide Team Leaders with the emphasis of breeding a culture of service excellence Identify to the Senior Operations Manager, specific Team Leader development requirements Ensure that the Team Leaders participate in ongoing development facilitated by the Learning and Development department Ensure monthly agent level communication in a formalized environment Demonstrate how to embody a culture that values its people by ensuring that you and your direct reports are aligned to Collinson`s People First Strategy. Ensure employees voices are heard, that honest feedback is provided timeously, and open dialogue is encouraged. Analysis of data (on various statistics such as ABA rate) and comparison to best Global Practices Compile accurate, relevant and professional reports as per specific or a...


Job Reference #: 202121