THE MISSION

The focus of this job is on achieving results which are aligned with the larger picture of the organization and its strategic goals.

The Operational Delivery Manager plans, coordinates, and directs service delivery for one or more of our clients. They ensure that client and end customer satisfaction levels, as well as profitability goals are achieved and maintained.

The job requires getting things done quickly and handling a variety of activities. Self-assurance, and the confidence to purposely drive toward results while constantly problem-solving and engaging commitment of others is essential.

ABOUT THE JOB HOLDER

It is essential that you have a passion for management and customer service in order to create an environment for success through regular coaching, engaging, and motivating your Team Managers.

It is also important that you are a confident and experienced leader, with great problem skills that can effectively deliver in a fast-paced and changeable environment.

The job holder will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.

WHY FOUNDEVER?

At Foundever, you will find out contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time – why not spend it realizing your potential? We focus on you, and with your drive, look to create your best moments.

KEY RESPONSIBILITIES

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site
• Line Management responsibility for team managers who are responsible for managing day-to-day operations of a team of agents handling customer questions and issues
• Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviors
• Responsible for the accurate tracking of costs related to, or billable to, the client
• An understanding in which operational levels to pull in order to positively impact financial and operational performance
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed
• Management of any client escalations relating to performance
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
• Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site
• Line Management responsibility for team managers who are responsible for managing day-to-day operations of a team of agents handling customer questions and issues
• Undertake formal monthly performance reviews and one-to-one meetings with direct reports against KPIs and behaviors
• Responsible for the accurate tracking of costs related to, or billable to, the client
• An understanding in which operational levels to pull in order to positively impact financial and operational performance
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed
• Management of any client escalations relating to performance
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Managing client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
• Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews

YOUR PROFILE AND EXPERIENCE

Leadership: Strong leadership skills with ability to manage multiple teams and large groups of people

Expertise: Minimum of 2 years’ experience in a Contact Centre Operations Manager role

Communication skills: Excellent interpersonal/communication skills, communicating at all levels

Ability: Good numeric and verbal reasoning skills.

Critical thinking: Effective problem-solving skills.

Employee performance: Performance Management skills.

Knowledge: Demonstrated knowledge of industry and general business management.

KEY POINTS

Salary: 45,000 – 55,000 ZAR basic per month

Benefits: Medical aid and pension

Contract Type: Permanent, 40 hours (full time)

Working Pattern: Core business hours