Senior Operations Manager - JHB at Webhelp SA

What you will do in this role
As a Senior Operations Manager on our team, you’ll be:

• Maintaining and improving all areas of operational performance through setting and reviewing KPIs, recovery and action plans
• Managing campaign teams and all key personnel to ensure all company targets and goals are adhered to
• Being accountable for the deliveries and decision making of others in their campaigns
• Being responsible for information security in line with the published Security Policy
• Providing daily contact between Concentrix + Webhelp and the client in the absence of the Business Manager (BM)
• Attending/assisting in client presentations, progress and review meetings to ensure effective lines of communication and consistency across all campaigns
• Ensuring seamless transaction of client processes and procedures
• Pro-actively informing and consulting with the BM regarding any deviations from forecast revenue and potential shortfalls at earliest opportunity
• Holding regular meetings with operations manager to communicate client and company information, drive performance improvements and discuss people management, issues faced and future plans
• Contributing to client reports and management reports, highlighting achievements and areas of development
• Working with the BM to manage areas of control and responsibility within agreed operational and financial budgets
• Producing and providing the business case for any relevant shift changes, roles and responsibilities of staff and workflow recommendations
• Undertaking robust risk and impact management
• Striving to inspire, motivate, support, lead and develop operations managers and their direct reports across the campaign through the use of performance management, feedback, coaching, and training
• Maintaining and improving all areas of operational and campaign performance through setting and reviewing KPIs and agreeing recovery and action plans
• Assisting the BM in managing the campaign to maximise revenue from well-managed client relationships

Your qualifications
Concentrix + Webhelp is a great match if you have:

• In-depth knowledge of contact centre practices and technology
• Sound understanding of internal systems, software and company procedures
• Ability to identify customer trends
• Experience of client partnerships, working to identify and maximise business growth and development opportunities
• Management skills gained in a customer-focused environment at senior level
• Understanding of resource planning
• Understanding of business planning and experience of objective setting