Senior Operations Manager at Black Pen Recruitment

Senior Operations Manager

Exciting opportunity available for a dynamic, hands-on, strategic individual! Our client is seeking a bright, articulate and detail-oriented Senior Operations Manager (1000+ agents) with a desire to contribute to world-class customer service to join their dynamic and diverse team in Cape Town, South Africa.  

The company forms part of one of the Big Four tech companies in the world, alongside Google, Apple, and Facebook. They focus on e-commerce, cloud computing, digital streaming, and artificial intelligence. You will be responsible for all safety, budgetary, people development and operations objectives for the site, operating 24/7.

Requirements

• A bachelor's degree, or higher in Operations, Project Management or similar is required.
• It is essential to have experience in managing (1000+ people) preferably within a contact centre environment (applicants who do not meet this requirement will not be considered)
• Must have knowledge of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. 
• Experience working in a fast-paced, rapidly changing operations environment.
• Project Management experience required.
• At least 5 years or more management experience in a fast-paced, rapidly changing operations environment, leading independent sites with less or zero supervision. 
• A strong commitment to leadership and employee development.
• Excellent communication skills (verbal and written).
• Experience in leading and managing large teams.

Responsibilities:

• Assist with the process development for customer services, support and delivery operations stakeholders.
• You will lead a team of 1000+ Employees, including Team Managers, Group Managers and Associates to improve customer experience, increase productivity and maintain service levels.
• Responsible for managing and leading a team of Operations Managers.
• Coaching and mentoring the team to ensure performance objectives are met.
• Building positive employee relations and building leadership bench strength within site(s).
• Hiring, managing and developing great talent.
• Identify individual strengths of team members and actively fosters career advancement within the company. 
• Shapes the direction of the team, keeps them focused and motivated to perform at their best.
• Continually measures and evaluates all work processes using process improvement methodology e.g. Kaizen, Lean, DMAIC.
• Ability to drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment. 
• Demonstrates clear written and oral communication.