Operations Manager - Durban - South Africa

The main function of this role is to drive performance and be fully accountable for deliverables.

Key responsibilities
•    Deliver operational targets and business strategy 
•    Create and drive strategic operating plan within own area of responsibility
•    Lead on projects that deliver cultural change and transformation within the business 
•    Manage change by ensuring teams are fully prepared through effective 
leadership, coaching and support
•    Support the team managers in leading their teams through periods of change
•    Work closely with Learning and Development to support the journey of new starters
•    Grow the business by delivering an increase in sales and value for the business 
•    Maintain excellent customer service
•    Execute strategies to improve the teams’ overall performance
•    Understand the resource and contingency arrangements
•    Conduct Performance reviews
•    Lead, coach and develop direct reports in a way that ensures their skills are being focused on generating high levels of KPI attainment, customer satisfaction and compliance. 
•    Identify opportunities to develop the skills, knowledge and behavior of each direct report. 
•    Manage staff attrition and address concerns in a proactive manner. 
•    Manage staff within the guidelines of company policies and procedures and in accordance with relevant legislation.     

Qualifications and experience
•    Matric qualification with English and Maths 
•    Relevant tertiary qualification advantageous
•    At least five years’ call centre experience with minimum three years in management capacity.  
•    Proven commercial acumen and strategic decision-making ability
•    Proven experience delivering enhanced performance, using motivational techniques and by developing people.

Knowledge, skills and attributes
•    Thorough understanding of what delivers great customer service
•    Thorough knowledge and understanding of all business and service centre key performance indicators. 
•    Management of a call centre operation.
•    Strong commercial acumen and effective decision making that will deliver business goals.
•    Creative with the ability to initiate incentives and campaigns to drive engagement and profitability.