Webhelp South Africa, Customer Experience Innovators
We believe that creating a better customer experience delivers improved revenues, reduced costs and more loyal customers. That's why our blue-chip clients trust us to deliver excellent experiences to their customers.
Established in 2013, we have 2 experience centres in South Africa with ambitions to grow...
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Ensuring optimisation of best practice to deliver a best in class operation in all work streams
Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
Developing, measuring and reporting on key account objectives
Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
Supporting people objectives with regards to recruitment, training, quality and driving engagement
Ensuring compliance framework standards and policies are met and adhered to
Growing and developing your people
Communicating key messages within the campaigns by working with the management team and our ambassadors
Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives
What you’ll need
7 years’ experience in a senior Operations Manager position or equivalent Head of Operations experience
Previous sales experience (Advantageous)
Excellent communication and negotiation skills
Demonstrate prior experience within telecommunications or inbound Contact Centre
Demonstrate experience in the following skillsets: Billing management, Collections, Cross-selling and Upselling
Experience in shaping and formulating operational strategic plans
Demonstrable experience of senior stakeholder management
Ability to deliver agreed programmes of work and embed initiatives for improvement
Experience in managing external senior stakeholders and chairing Monthly Business Review’s & Quarterly Business Review’s
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