Looking for an Operational Manager to support the operational performance of a contact centre and create an environment for success by providing day to day leadership and operational planning to a group of team leaders or managing them and their team’s performance to ensure service level targets and all other operational and client required business outcomes are achieved.

Knowledge and education:
Matric (Essential)
Numeracy skills (Essential)
MS Word and MS Excel

Experience:
Minimum of 12 months operational management experience in any customer service environment managing a team of 12-15 Team Leaders
Previous Airline/Aviation/ Travel experience (Highly Advantageous)

CUSTOMER SERVICE
Manages the performance of the allocated operation and team to ensure a positive customer experience and the achievement of business outcomes
Monitors and manages the performance of team leaders to ensure all teams deliver customer service in a timely and professional manner and in line with service level agreements

FINANCIAL PERFORMANCE
Monitors and manages key operational metrics which directly impact Financial Performance, such as, but not limited to: AHT, Absence, Attrition, Conformance, and Quality
Understands the commercial impact of meeting operational performance criteria

OPERATIONAL REPORTING
Reviews reporting submitted by team leaders and identifies trends and concerns that need to be addressed and managed – identifies training needs
Compiles and consolidates weekly or monthly operational reports by collecting and analysing data and trends

PEOPLE
Leads and manages team leaders to ensure delivery of key customer and business outcomes
Ensure that his/her segment delivers the core client metrics, such as but not limited to AHT, NPS,
Resolution, Attendance, Conformance, Quality
Achieves exceptional people metrics such as low attrition rates, staff satisfaction results, knowledge assessments, and employee engagement results

COACHING
Provides regular coaching to ensure customer expectations are met and exceeded
Conducts daily side by side coaching with team leaders to ensure performance issues and concerns are managed quickly and efficiently