Operations Manager

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We are looking for an experienced Operations Manager to support the continued growth and expansion of Foundever™ Cape Town!

WHY FOUNDEVER™?

At Foundever™, you will find our 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 realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!

WHAT YOU’LL BE DOING

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

The operations manager plans, coordinates and directs service delivery for one or more clients.

They ensure that Client and end customer satisfaction level, 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 YOU

It is essential you have 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 solving skills that can effectively deliver in a fast-paced and highly changeable environment.

You 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.

KEY RESPONSIBILITIES:

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the site.
• Line management responsibility for coaches/team managers who are responsible for managing day to day operations of a team of agents/advisors handling customer questions and issues.
• Undertake formal monthly performance reviews and one to one meetings with direct reports against KPIs and behaviours. This includes regular observations.
• Action commercial decisions affecting profit and loss.
• Create budgets/forecasts and tracks financial performance against plan.
• Responsible for the accurate tracking of costs related to, or billable to, the client.
• An understanding in which operational levers 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 Operational performance.
• Facilitate a culture of open and honest two-way communication, ensuring key messages are cascaded.

FURTHER RESPONSIBILITIES:

• 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 & general business management.
• Background: A clear criminal background check.
• Education: Minimum Grade 12.

KEY POINTS

Salary: Up to 55,000 ZAR per month (basic salary, paid in arrears), dependent on experience

Benefits: Medical aid and pension

Location: V&A Waterfront, Cape Town, 8001

Contracted Hours: 40 hours per week

Contract Duration: Permanent

Apply Now! We look forward to reviewing your application.

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

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