Job Description

A multinational BPO conglomerate seeks an experienced and analytical Operations Manager to join their innovative team based in Durban North. The successful incumbent will have strong operational and commercial performance metrics within a project environment.

Job & Company Description:
In this role you will manage the Operations and Team Managers and ultimately deliver revenue, gross margins, and KPIs, driving an effective sales culture.

Duties Include:

• Achieve operational KPIs across a project to ensure contractual obligations are met, including sales performance, delivery of hours, auditory / compliance requirements and customer targets
• Ensure internal revenue budget and growth targets and targets are met / exceeded
• Accurate forecasting, analysing and reporting on financial performance and identify areas for growth
• Manage client relationships
• Lead, develop, motivate and coach subordinates
• Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans for a rewarding environment
• Forecast and plan recruitment activity by coordinating communication between departments
• Analyse results across project to identify areas for improvement
• Keep abreast of competitor activity and industry regulatory requirements
• Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and executive reports

Education:

• BCom degree in Finance or Business Management

Job Experience & Skills Required:

• 3 to 4 years' experience in a senior management position is essential
• Previous contact centre operational management and strategic planning experience within a sales environment is essential
• Previous experience of working in a fast paced, cross-functional group
• Strong management experience, interpersonal and people skills (management of large direct and indirect teams)
• Commercial awareness and financial management
• Thorough understanding of resource optimisation and delivery
• Excellent client relationship management skills
• Experience of managing multiple projects and varying team sizes
• Knack for numbers and analytically minded
• Deadline driven

Apply now!
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If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.

For more information, contact:
Elzette Hood
Recruitment Specialist: Chartered Accountants and General Finance
012 348 4940

For more information please contact:

Elzette Hood

Network Recruitment