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Operations Manager

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Concentrix

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Johannesburg

AI generated summary

  • You should have 1-3 years of management experience, preferably in a call center, strong coaching skills, process improvement ability, and excellent communication. Flexibility in scheduling is required.
  • You will manage client SLAs, drive revenue, oversee team performance, enhance client relationships, and ensure operational efficiency through reporting and cross-functional collaboration.

Requirements

  • • At least 1 to 3 years of experience
  • (with at least two years of Progressive Management Experience - preferred)
  • • Call centre experience preferred
  • • Demonstrated ability to coach and develop action plans, which maximise performance, and provide effective feedback
  • • Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • • Work well under pressure and follow through on items to completion while maintaining professional demeanour
  • • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • • Demonstrated ability to organise and prioritise projects in a fast-paced and deadline-oriented business environment
  • • Demonstrated ability to mentor, coach and provide direction to a team of employees
  • • Willingness to work a flexible schedule – This includes rotational weekends and late shift.

Responsibilities

  • Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed
  • Maximise revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organisation’s policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, Talent teams, etc. - and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from our Business Development team as well as Client and amend where required in order to meet changing requirements
  • Attend business reviews with the client. This will include preparing and presenting to the client
  • Attend business reviews internally. This will include preparing and presenting to Senior Managers

FAQs

What are the primary responsibilities of the Operations Manager?

The Operations Manager is responsible for coaching and supervising Team Leaders, ensuring Client Service Level Agreements and financial expectations are met, analyzing and maintaining operational reports, and maximizing revenue generation.

What qualifications are required for this role?

Candidates should have at least 1 to 3 years of experience, preferably with two years of Progressive Management Experience, and call center experience is preferred.

Is prior experience in a call center necessary for this position?

While call center experience is preferred, it is not strictly necessary but could help in understanding the operational environment.

How important are communication skills for the Operations Manager role?

Excellent communication skills, both written and verbal, are crucial, as the Operations Manager needs to effectively present information to both internal and external associates.

What type of environment does the Operations Manager need to create within the team?

The Operations Manager should create a positive work environment through employee engagement and resolve employee relations issues in a professional and timely manner.

Will the Operations Manager need to work flexible hours?

Yes, the Operations Manager should be willing to work a flexible schedule, which includes rotational weekends and late shifts.

What is the main goal regarding client relationships for the Operations Manager?

The Operations Manager aims to create and maximize relationships with client partners, ensuring consistent performance and service delivery.

What type of reports will the Operations Manager review?

The Operations Manager will manage and review operational reports such as Attendance adherence, PFP, Client scorecards, and Metrics management reports.

What is expected from the Operations Manager when it comes to performance management?

The Operations Manager is expected to conduct regular one-on-ones to review performance, offer coaching, and implement corrective actions as needed.

What role does participation in cross-functional meetings play for the Operations Manager?

Participation in cross-functional meetings allows the Operations Manager to review operational support information and collaborate on action plans that drive continuous improvement.

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Concentrix

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.