If you're a confident decision maker and solution finder, looking for an opportunity to step up and shine, then this could be your moment.
Concentrix + Webhelp are looking for an experienced individual, driven by results to take on the responsibility of Senior Operations Manager.
Working on an exciting campaign in our vibrant Cape Town office, you'll strive to inspire, motivate and support Operations Managers and their direct reports across the campaign through the use of performance management, feedback, coaching, and training.
A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and leading by example is sure to impress us.
If you work well under pressure and have exceptional time management skills, then make this your moment and apply today.
What you will do in this role
As a Senior Operations Manager on our team, you'll be:
Maintaining and improving all areas of operational performance through setting and reviewing KPIs, recovery and action plansManaging campaign teams and all key personnel to ensure all company targets and goals are adhered toBeing accountable for the deliveries and decision making of others in their campaignsBeing responsible for information security in line with the published Security PolicyProviding daily contact between Concentrix + Webhelp and the client in the absence of the Business Manager (BM)Attending/assisting in client presentations, progress and review meetings to ensure effective lines of communication and consistency across all campaignsEnsuring seamless transaction of client processes and proceduresPro-actively informing the BM of any deviations from forecast revenue and potential shortfalls at earliest opportunityHolding regular meetings with operations manager to communicate client and company information, drive performance improvements and discuss people management, issues faced and future plansContributing to client and management reports, highlighting achievements and areas of developmentWorking with the BM to manage areas of control and responsibility within agreed operational and financial budgetsProducing and providing the business case for any relevant shift changes, roles and responsibilities of staff and workflow recommendationsUndertaking robust risk and impact managementMaintaining and improving all areas of operational and campaign performance through setting and reviewing KPIs and agreeing recovery and action plansAssisting the BM in managing the campaign to maximise revenue from well-managed client relationshipsYour qualifications and experience
Concentrix + Webhelp is a great match if you have:
In-depth knowledge of contact centre practices and technologySound understanding of internal systems, software and company proceduresAbility to identify customer trendsExperience of client partnerships, working to identify and maximise business growth and development opportunitiesManagement skills gained in a customer-focused environment at senior levelUnderstanding of resource planningUnderstanding of business planning and experience of objective settingPlease note that the appointment will be made in line with the company's EE Plan.
After applying, you will be sent a link to complete a quick online chat-based interview. We don't want you to miss out on the opportunity so please check all of folders for the link after applying. Completing and passing this step is essential for shortlisting.
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