Senior Group Manager: Operations Airline Graveyard Shift
Milnerton, WC, ZA, South Africa
Job Description
The Senior Group Manager of Call Center Operations oversees the strategic and day-to-day management of call center activities to ensure high performance, customer satisfaction, and operational efficiency. This role involves leading cross-functional teams, setting performance goals, implementing process improvements, managing budgets, and ensuring compliance with company policies and quality standards. The Senior Group Manager plays a key role in workforce planning, client relationship management, and driving continuous improvement to meet business objectives.
Qualifications
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Education: Relevant Degree
Experience: 8+ years of experience in call center operations, with at least 3 years in a senior management or leadership role.
Leadership Skills: Proven ability to lead and motivate large teams across multiple functions and locations.
Operational Expertise: Strong knowledge of call center metrics, workforce management, quality assurance, and process optimization.
Experience in Travel and Airlines would be a benefit.
Analytical Ability: Proficient in analyzing performance data, identifying trends, and implementing strategic improvements.
Customer Focus: Track record of delivering exceptional customer service and managing client relationships effectively.
Tech Proficiency: Familiarity with CRM systems, call center platforms, and reporting tools (e.g., Salesforce, NICE, Five9, etc.).
Communication: Excellent verbal and written communication skills; ability to influence and collaborate at all levels of the organization.
Flexibility: Comfortable working in a fast-paced, dynamic environment with shifting priorities.
Additional Information
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Working Hours - Graveyard Shift
Monday to Sunday rotational shifts - 12 - 9AM
Job Location
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Job Detail
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Job IdJD1474514
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMilnerton, WC, ZA, South Africa
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EducationNot mentioned