Ithemba Recruitment

Operations Manager

Ithemba Recruitment  •  Durban, ZA (Onsite)  •  2 months ago
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Job Description

Key purpose:

To deliver all operational and commercial performance metrics across your business stream through the management of Our company, ultimately delivering revenue, gross margin, and all KPIs while driving and developing an effective culture.

 Duties and responsibilities:

  • Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets.
  • Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
  • Lead, develop, motivate and coach the organisations Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
  • Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
  • Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
  • Create and maintain a strong performance driven working environment
  • Communicate effectively with your team to create and maintain a motivated and challenged workforce
  • Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and reports.
  • Objective setting to achieve delivery of Client strategic vision
  • Objective setting to achieve delivery of the company's contractual and internal KPIs and financial targets
  • Analysis of reports and decision making in relation to performance management and disciplinary issues
  • Operational clients
  • Client support functions
  • Operational Excellence management teams
  • Client Engagement management teams
  • Innovation & Insight teams
  • People & Culture teams

Qualifications and experience:

  • Matric
  • Tertiary qualifications would be advantageous
  • 2 - 4 years experience as an Operations Manager or Senior Team Leader
  • Experience within Contact centre operational management and strategic planning
  • Excellent written, numeracy, verbal and presentation skills
  • Highly proficient in MS Office applications
  • Commercial awareness and financial management
Ithemba Recruitment

About Ithemba Recruitment

Ithemba Recruitment is an organisation that specializes in the placement of quality candidates in various industries.

We at Ithemba recruitment are “specialist generalists” we have the understanding that the we are able to recruit for a wide range of positions in various job functions that clients may require because we prefer to be seen as specialists for our clients needs and culture rather than specialists in a specific sector.

We feel that any position can be qualified by the correct understanding of people rather than what field they work in. We feel that by communicating effectively with candidates and having respect for their needs, requirements and time – we are able to form relationships and properly understand our candidates and the culture that they would fit into so as to service our clients’ needs more effectively. You could possibly classify us as “Versatilist”.

Whether you are in need of a new member of staff or as we like to call it "a new family member"​ or if you are in search of a new opportunity our consultants are ready to take your call.

Industry
Consulting & Advisory
Company Size
11-50 employees
Headquarters
Durban, ZA
Year Founded
Unknown
Website
ithembarecruitment.co.za
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