Senior Operations Manager

Key purpose:

To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture.

Duties and responsibilities:

• Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets.
• Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction.
• Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team.
• Managers and Advisors to deliver a superior level of sales and a high quality of service.
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment.
• Forecast and plan recruitment activity by co-ordinating communication between various internal departments including
• Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
• Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
• Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
• Create and maintain a strong sales culture and performance driven working environment
• Communicate effectively with the team to create and maintain a motivated and challenged workforce
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and the company's executive reports.

Duties and responsibilities:

• Matric
• Business Management Degree is highly advantageous
• Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
• 2 years experience as a Senior Operations Manager within a Contact Centre BPO environment; OR
• 3 years experience as an Operations Manager within a Contact Centre BPO environment