Our client in the Financial Services (Payments Solutions segment) is looking for an Operations Manager for their Call Centre based in Randburg who will be reporting directly to the Head: Operations. The Manager whose main KPA's are to: Achieve Budget and SLA Targets for Clients, Improve Business and Trend Analysis, Manage Direct Reports as well as being responsible for all Processes and Procedures.

RESPONSIBILITIES:

Achieve Budget and SLA Targets for Clients:
Manage campaign headcount and pipeline
Manage and achieve call centre metrics and SLA – daily, weekly, monthly
Manage all key aspects of daily Contact centre operations at a functional level

Business Improvement and Trend Analysis:
Ensure consistent business insights to drive value and business decisions for client and company, relevant to the campaign
Drive people, processes and technology at a functional level, in order to provide feedback and input for strategic value discussions
Use Business analytics and intelligence to provide insights to all relevant stake holders

Manage Direct Reports:
Manage Direct Reports according to company policy and procedures
Conduct quarterly performance appraisals: ensure that PDFs are done on time and correctly
Ensure all tasks assigned from the Performance Review are actioned

Processes and Procedures:
Ensure all policies and procedures are deployed throughout area of responsibility
Ensure that all daily, weekly and monthly reports are accurate and delivered on time

REQUIREMENTS

Academic - Matric / Senior Certificate or equivalent

Professional - Call Centre Management Qualification or similar

Experience
Experience as a senior Call Centre Manager or similar position in the Call Centre industry (at least 5 years)
Proven track record of experience

Skills / Competencies
Coaching & Mentoring skills
Communication skills
Problem solving skills
Decision making skills
People management skills
Detail oriented
Time management skills
Ability to formulate, set and manage goals and objectives
Ability to cope with high pressure levels and manage stress effectively
Contact centre industry knowledg
PC Skills (MS Office)
System knowledge - CRM
Advanced Excel skills
SQL skills - advantageous
Advanced MS Office
MS Project
Business & Report Writing skills
Data analytics and interpretation skills
Business knowledge understanding P&L
Customer Experience Management