Operations Manager at Black Pen Recruitment

Requirements:

Basic Qualification

• BA/BS degree (NQF Level 7) or higher and/or 5 years middle management experience or 7 year's experience at senior management level managing a complex business operation in a similar environment
• 5+ year's successful experience in Operations Management with demonstrated progressively increased responsibility
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred
• Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
• Project Management experience
• People management of large teams (At least up to 100+ indirect reports and 4+ direct reports with another company)
• Reliable internet connectivity (Fiber) with 10 Mbps up and down speeds at home office and a home-office set-up

Preferred Qualification 

• MBA
• Knowledge of Six Sigma/Lean Processes
• Direct experience in Contact Centre Operations (Technical Customer Service Support)
• Ability and desire to relocate to take advantage of future growth opportunities
• Must we willing to work in a shifted environment
• Flexibility in terms of your work schedule

Responsibilities:

People Management

• Lead and manage teams of 6 Group Managers (CS) and 500 Customer Service Associates; responsible for the overall direction and performance of the teams
• Carry out supervisory responsibilities in accordance with the company's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
• Manage the career growth and development of the leadership team by driving focus on the company's leadership principles
• Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

Project Management 

• Solving complex customer service issues and proactively heading off negative service trends
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
• Developing and achieving performance goals and objectives to achieve customer promise expectations
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
• Participates on business leadership meetings
• Develops and drives strategies and programs which improve the competitive position and profitability of the organisation
• Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives