Senior Operations Manager at Webhelp SA

Job Advert

If you’re a confident decision maker and solution finder, looking for an opportunity to step up and shine then this could be your moment.

We're looking for an experienced individual, driven by results to take on the responsibility of Senior Operations Manager working on an innovative, international campaign in our vibrant Durban office.

A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for communicating and leading by example is sure to impress us.

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’ll be doing

• 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 Webhelp UK and the client in the absence of the Business Manager (BM)
• Striving to develop the client relationship, building trust, whilst seeking to achieve maximum profitability
• 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
• Attending/hosting meetings with the client where required, to discuss operational performance
• 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
• Working closely with operational peers to share best practice initiatives
• 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, training and other development activities
• 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

 
What you’ll need

• 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 and of how this can support the operational function of the campaign(s) success
• Understanding of business planning and experience of objective setting