Senior Operations Manager

Salary and benefits – Salary Negotiable (Dependent on Experience) plus medical aid & pension

Location – Waterfront Cape Town.

Working Pattern – 40 Hours per week – Core Business Hours
Contract Type – Permanent

Are you an experienced Contact Centre Senior Operations Manager?

We are looking for a strong Leader to undertake the role of Senior Operations Manager for our site in Cape Town .

At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

The focus of this job is on achieving results which are aligned with the big picture of the organisation and its strategic goals.

The Senior Operations Manager's mission is to support both Foundever and our clients in achieving service, quality, contribution goals and associate engagement with a Can Do attitude across the site.

You will convey strategic vision to the team and build consensus for any forthcoming changes.

As a key leader, you will be charged with making program-level decisions that result in the greatest overall outcome for our clients, their customers, and our business.

You will institute new policies, technology, equipment, workflows, or whatever other changes can positively impact the business.

You will deputise for the Country Manager as required, ensuring the site runs smoothly and service is maintained in their absence.

It is essential that you are an exceptional leader and that you have a passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers.

It is key that you are a confident and experienced leader, with great problem-solving skills that can effectively deliver in a fast-paced and changeable environment.

You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models, and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.

• Review performance for each client and provide support and accountability at each level.
• Drive KPI performance.
• Responsible for Sitel’s global standard framework and other operating systems, policies and procedures, including development, implementation and continual improvement of processes to best achieve overall business goals.
• Create a high-performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verifying performance against operational and financial metrics and managing underperformance through improvement plans.

• Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
• Participate in bids as appropriate.
• Identify possible business opportunities for growth within the current business.
• Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
• Communicate and escalate client issues to appropriate teams.
• Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.

• Promote an engagement management philosophy, living the Sitel values.
• Development of the leadership team via succession planning and leadership development.
• Promote coaching and development of associates through processes such as the continuous performance management (CPM).

• P&L management.
• Forecasting/resource planning and prioritisation.
• Achieve Revenue and Profit to EBITDA.
• Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
• Establish, monitor and maintain priorities to meet client, site and corporate goals.

Leadership: Exceptional leadership skills with the ability to manage multiple teams and large groups of people.

Expertise: Minimum of 5 years’ experience in a Contact Centre Operations Manager role.

Communication skills: Excellent interpersonal/communication skills, communicating at all levels.

Ability: Good numeric and verbal reasoning skills.

Critical thinking: Effective problem-solving skills.

Employee performance: Performance management skills.

Knowledge: Demonstrated knowledge of industry & general business management.

Background: A clear criminal background check.