Junior Operations Manager for a BPO, Other, Johannesburg

At Surgo, our philosophy is: Teamwork makes the dream work! Our management team practices and upholds the lessons of Ubuntu while still delivering against the odds we are faced with. We offer the opportunity to work from the privacy of your own home while providing all the necessary equipment to see you succeed and thrive in our organization. What are you waiting for? Kick-start your career and join our dream team!

Surgo manages a wide range of Outsourcing functions, including Customer Support, HR Outsourcing, RPO, Payroll Processing, IR Management, Administration, Training, and more! We are urgently looking for a Junior Customer Service Operations Manager to join our team. The role consists of managing team leaders and other relevant operational staff. Ensuring service performance agreements are met and exceeded. High proficiency in service-performance reporting is a prerequisite for this position. Experience in business continuity and change management will be to your advantage. Please take in mind this is a 3-month project based position and then after a long term project-based contract 

Minimum Requirements: Minimum of 3 years' Operations Management experience in a call center

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 Surgo's values system

Willing and able to work in a 24/7 call center environment  Personal attributes:

Honesty

Accountable and responsible

Respectful

High level of integrity

Open and transparent

 People Management:

Coaches and supports Team Leaders

Day to day management of Team Leader performance

Documents Team Leaders Personal Development Plans

Regularly communicates to Team Leaders and Agents

Develops performance promises for all 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: Provides 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 

Working hours:  Monday to Friday, 08h00 - 17h00 (overtime may be required  depending on operational need)  Salary: Market-related, depending on the level of experience

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Contact Surgo HR and Training: 0874700317