Operations Manager

General Details
, OtherJohannesburg
Advertised By: Agency
Job Type: Full-Time
An established Call Centre in Johannesburg is currently recruiting Operations Managers experienced in Customer Service.

Minimum Requirements:

• Minimum of 6 years Operations Management experience
• Driven and target focused individual
• Experience reporting to Call Centre Manager
• Strong skills and experience in driving performance and knows how to engage with people
• Willing and able to work in a 24/7 call centre environment
People Management:

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews
• Ensures that all Human Resources policies and procedures are observed
Customer Relations:

• Manages customer escalations and complaints
• Ensures operational delivery is in line with contractual obligations
• Provides input and participates in calibration sessions
Reporting and Administration:

• Provides relevant internal and external reports as per the business unit requirements
• Analyses business data identifying and highlighting trends to the management team
• Monitors absenteeism and adherence
• Compiles ad hoc reports as and when required
• Analyses operational data and takes relevant action
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation
• Arranges logons for new employees
• Ensures Agent time sheets are accurately completed and timeously submitted
R 25,000 to R 35,000 CTC pm based on experience

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201774 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Job Reference #: 201774

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