Job Openings at Webhelp SA

What you will do in this role

As a Team Leader on our team, you’ll be:

• Ensuring that team members perform in line with required sales performance metrics (Customer Service performance metric)
• Managing workload in a timely and effective manner
• Analysing customer feedback data
• Pursuing quality and assurance initiatives
• Producing business insights
• Presenting recommendations for improvement

Your qualifications:

Concentrix + Webhelp is a great match if you have the following:

• Have passed grade 12 and have a Matric Certification
• Practice excellent written use of English language
• Have a minimum of 6 months’ experience as a Deputy Team Leader in a contact centre environment
• Have a minimum of minimum 2 years’ previous team management experience
• Have excellent communication and listening skills
• Are able to identify problems and find solutions by imparting knowledge
• Have analytical, time management and organisation skills
• Are PC literate, with fast typing skills and experience using appropriate software and systems
• Have a proven performance record of accomplishment
• Have clear credit, disciplinary and criminal records

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What you’ll be doing

• Ensuring optimisation of best practice to deliver a best in class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

What you’ll need

• 7 years’ experience in a senior Operations Manager position or equivalent Head of Operations experience
• Previous sales experience (Advantageous)
• Excellent communication and negotiation skills
• Demonstrate prior experience within telecommunications or inbound Contact Centre
• Demonstrate experience in the following skillsets: Billing management, Collections, Cross-selling and Upselling
• Experience in shaping and formulating operational strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to deliver agreed programmes of work and embed initiatives for improvement
• Experience in managing external senior stakeholders and chairing Monthly Business Review’s & Quarterly Business Review’s