Job Advert
We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?
If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Telecommunication Operations in Durban could be your calling.
Picture yourself joining our vibrant global community, where we share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.
This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver industry leading customer service and achieve the business’s objectives.
If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game.
A critical eye for detail and strategic way of thinking will get you far in this Head of Operations role, while a genuine knack for sales and persuasive communication is sure to impress us.
If you have a proven track record of achieving positive results in the BPO sector, then seize the lead, and revolutionise the Industry in this Head of Operations role today.
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
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Job Advert
Are you ready to embark on a transformative journey that could shape your career? This is your golden opportunity to shine as an Operations Manager on an exciting international campaign.
We're seeking a visionary leader who sets the example, becoming the backbone of our exceptional team in Durban. Together, we’ll redefine efficiency and raise the bar for service excellence.
Picture yourself joining our vibrant global community, where we share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.
We're looking for someone who effortlessly turns challenges into opportunities, anticipating and resolving issues before they have a chance to derail us.
As an experienced, driven, and highly organised professional, you'll play a pivotal role in elevating our operational performance. Your leadership will guide our team to surpass industry standards, delivering unparalleled customer service and achieving ambitious business objectives.
With a discerning eye for detail and a strategic mindset, you'll shape our future success. Your innate ability to communicate effectively and deftly manage priorities will undoubtedly leave a lasting impression.
Seize this moment and put your remarkable leadership skills to the test. Apply today and unlock a world of limitless possibilities.
What you'll be doing
- Annually aligning our Contact Centre and Customer Experience objectives with our client's strategic vision and risk appetite
- Spearheading the implementation of our Contact Centre's operational service strategy, ensuring seamless execution
- Cultivating a culture of excellence, inspiring and empowering Team Managers to drive a best-in-class service across all stages of the customer journey
- Embodying strong, visible leadership that nurtures a positive and inclusive work environment, for colleagues to reach their full potential
- Fostering the performance, talent, and future capabilities of your direct reports and wider team through effective management and development initiatives
- Ensuring adherence to Conduct/Regulatory risk standards and our Operations risk appetite, delivering Contact Centre processes that prioritise compliance
- Collaborating closely with the Business to implement new products, changes, and initiatives that enhance the customer experience
- Orchestrating a well-balanced team with the appropriate levels of multi-skilled resources, overseeing staff recruitment and training efforts
- Assuming ownership of first-line operational risks and controls, proactively addressing challenges as they arise
- Cultivating robust relationships with key internal and external stakeholders, collaborating closely to achieve our business objectives
What you'll need
- A minimum of 3 years' experience as a Team Manager, showcasing your expertise in leadership and operational management
- At least 1 year of experience as a Deputy Operations Manager, demonstrating your capacity to thrive in high-level positions
- Exceptional communication, negotiation, analytical, and problem-solving skills
- Proven prowess in relationship and stakeholder management, effortlessly navigating interaction
- A comprehensive understanding of Conduct Risk, to effectively navigate complex regulatory landscapes
- The ability to excel in contexts characterised by uncertainty, embracing challenges as opportunities for growth and innovation
- A track record of innovation, consistently delivering alternative solutions based on insightful observations
- A spotless record, free from any credit, criminal, or disciplinary issues
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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
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