Operations Manager for a BPO

Other, Cape Town

Surgo manages a wide range of Outsourcing functions, including Customer Support, HR Outsourcing, RPO, Payroll Processing, IR Management, Administration, Training and more!     We are urgently looking for a Customer Service Operations Manager to join our team. The role consists of managing team leaders and other relevant operational staff. Ensuring service performance agreements are met and exceeded. High proficiency in service-performance reporting is a prerequisite for this position. Experience in business continuity and change management will be to your advantage.

Please take in mind this is a 3-month project base position and then after a long term project-based contract 

Minimum Requirements:

Minimum of 5 years' Operations Management experience in a call centre

Driven and target focused individual

Experience reporting to Call Centre Manager

Strong skills and experience in driving performance

Must be people and employee focused in accordance with Surgo's values system

Willing and able to work in a 24/7 call centre environment  Personal attributes:

Honesty

Accountable and responsible

Respectful

High level of integrity

Open and transparent

 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 

Working hours:

Monday to Friday, 08h00 17h00 (overtime may be required  depending operational need)  Salary:

Market related, depending on the level of experience 

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201933 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.

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Contact Surgo HR and Training: 0874700317