Operations Manager

Job purpose
Ensuring that all operations are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. Coordinate all organization’s operations. You will be responsible for improving performance, productivity, efficiency and profitability through the
implementation of effective methods and strategies. You will manage a team of managers, training managers, and other direct reports.

Duties and responsibilities
▪ Oversee and direct activities of a number of LOBs along with all Team Leaders and staff
▪ Responsible for a wide spectrum duty and must be able to multitask with ease and proficiency
▪ Manage Circle Leaders to ensure program’s productivity and customer satisfaction/client performance objectives are met efficiently
▪ Responsible for regular and often daily interaction with all the company departments, campaigns and the whole management team.
▪ Responsible for all aspects of operations which include but are not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service, problem resolution and the like.
▪ Develop individual & team goals and implement plans to carry out objectives.
▪ Ensure compliance with all established policies and procedures
▪ Guide Circle Leaders in meeting team and individual goals
▪ Ensure delivery of Client KPIs Target including day to day service level, customer experience, quality measures and compliance measures
▪ Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized

Qualifications and Key Competencies:
● Proven work experience as Operations Manager or equivalent

● Telco background is highly desirable
● Adequate knowledge of organisational effectiveness and operations management
● Essential Experience/Skills and Extreme call center management experience is essential to be a success in this role
● Substantial experience within a similar role within an IT related contact center
● Budget development and oversight experience
● Familiarity with business and financial principles and practices
● Working knowledge of budgets, forecasting and metrics
● Basic IT skills (databases, MS Office etc)
● Ability to effectively communicate with all levels of the organisation
● Strong Leadership and organisational skills