Senior Operations Manager, Randburg, Johannesburg. Our client, a global professional services company focusing on business process outsourcing and intelligent automation, is looking to appoint an experienced Senior Operations Manager to their team in Randburg, Gauteng.

Minimum Requirements: Minimum of 6 years' Operations Management experience in a call centre. Driven and target focused individual. Experience reporting to Call Centre Manager. Strong skills and experience in driving performance. Must be people and employee focused in accordance with the company's values system. Willing and able to work in a 24/7 call centre environment

 People Management: Coaches and supports Campaign Managers and Team Leaders. Day to day management of Team's performance. Documents Team's Personal Development Plans. Regularly communicates to Team. Develops performance promises for all Campaign Managers and Team Leaders and conducts midyear and annual reviews. Ensures that all Human Resources policies and procedures are observed.

Customer Relations: Manages customer escalations and complaints. Ensures operational delivery is in line with contractual obligations. Provides input and participates in calibration sessions.

Reporting and Administration Provide relevant internal and external reports as per the business unit requirements. Analyses business data identifying and highlighting trends to the management team. Monitors absenteeism and adherence. Compiles ad hoc reports as and when required. Analyses operational data and takes relevant action.

Salary: R 35,000 to R 40,000 CTC pm based on experience.

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