Operations Manager at Webhelp SA

About the job

• If you’re a confident decision maker and solution finder driven by results, then this could be your moment to shine as an Operations Manager on a dynamic campaign in Durban.
• We want someone who leads by example, to be the back bone of your team, ensuring efficiency and service excellence at all times. If you work well under pressure, are quick to find solutions to issues before they become problems, then this could be your time to shine.
• Join our fun-loving global community of more than 70,000 passionate people who work across 160 locations in over 49 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• If you have a proven track record of achieving positive results, work well under pressure and have exceptional time management skills, then take this moment to shine and apply today.

What you will be doing

• Overseeing and managing team leaders to ensure adherence to quality standards, deadlines and policies and procedures
• Ensuring that his/her segment delivers the core client metrics: AHT, NPS, Resolution,
• Executing certain administrative duties such as ensuring accuracy of time sheets, Crew Brief administration, Crew Briefs and agent up-skill initiatives (which are critical to ensuring our People First approach)
• Monitoring absenteeism and adherence and implements correctional measures as required
• Providing employees with guidance in handling difficult or complex problems or in resolving escalated c complaints or disputes
• Challenging constructively and looking for ways to do things better and continuously improve
• Providing input into performance targets in line with defined operational objectives and business outcomes, and tracks performance against these targets
• Reviewing performance daily and identifies short term tactical solutions
• Ensuring team leaders are proactively managing their team’s performance
• Assisting in managing and improving performance by focusing on strengths in staff performance as well as d development areas to identify causes and issues and to work on addressing gaps
• Rewarding and recognising above standard performance
• Managing underperformance and takes appropriate actions
• Training or instructs employees in job duties or arranges for training to be provided
• Communicating work procedures, company policies and other information to staff in a timely and professional manner
• Supporting and communicating appropriately in times of change and leads staff through the change process
• Driving a culture of organisational performance and service delivery within the framework of the defined Webhelp culture
• Ensuring that all employees are fully compliant in all areas of compliance – to the required standard, in the required timeframes
• Achieving exceptional people metrics such as low attrition rates, staff satisfaction results, knowledge assessments, and employee engagement results

What you will need

• Matric
• 6 Months’ experience as Deputy Operations Manager or Operations Manager
• Excellent decision making, problem solving and skills
• Clear credit, disciplinary and criminal records
• Ability and availability to spend initial period in Cape Town for onboarding and embedding

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers.

Please note that the appointment will be made in line with the in line with the company’s EE plan.