Operations Manager

Overview

For delivery of service to clients on my site, ensuring all key performance indicators are met. I lead, develop, motivate, manage and organize a number of teams across the client accounts ensuring we are consistently meeting client’s expectations through regular and effective dialogue. I translate the collective needs of the client ensuring this is achieved through operational delivery. 

Qualifications

Qualifications & Experience Required: 

• Extensive experience in a senior management role 

• At least 12 months tenure within Teleperformance as an Assistant Operations Manager (Essential) 

• At least 3 years Senior Managerial experience (Essential) 

• Experience in KPI Management and Performance Management 

• Proven track record in the delivery of a high level of customer service through sales 

• Matric/ Equivalent  

• Ability to multi-task and delegate to meet tight deadlines 

• Solid commercial awareness & experience with Cost/Profit Centre management 

• Understanding and managing client contract terms, staffing ratios, and driving margin 

• Understanding of outsourcing and performance management 

• Proven track record of implementing and managing new and ongoing projects 

Responsibilities

Key Responsibilities: 

• An ambassador for Teleperformance who leads by example, demonstrates our values, and actively encourages best practice. I support the company in changes to policies and procedures where required. I manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.  

• Drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups. 

• Highlight negative performance variances/trends, and immediately develop action plans to address personally and through my management team. 

• Own the look and feel of my site ensuring issues are brought to my attention and are then recorded and followed through. I ensure this happens through driving a proactive site Employee Forum. 

• Build relationships and work closely with other key stakeholders to achieve optimum performance and engagement levels at all times. This includes Client Services, Human Resources, Learning & Development, Work Force Management and Quality/Compliance. 

• Complete business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services. 

• Develop and implement regular initiatives that maintain high levels of employee engagement across the site supported by the Strategic HR Business Partner. 

• Implement group wide recognition programs/awards and ensure the timely delivery of each. 

• Host visits for both existing and prospective clients, attend review meetings and managing service related client escalations as required. 
• Coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with the appropriate outcomes 

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Skills & Competencies Required: 

Emotional Intelligence 

Understanding and managing one's own emotions and the emotions of others to foster positive relationships and enhance the impact of action  

Listens actively to the (emotional) needs of your team members, strives to understand them and acts appropriately to build positive relationships.  

Entrepreneurship 

Visionary leadership often requires taking initiative, managing risks, and driving innovation. 

Communication 

Clear, persuasive, and empathetic communication is a cornerstone of effective leadership. 

Collaboration   

Effective interpersonal skills are essential for teamwork and building strong professional relationships. 

Open-Mindedness 

Being receptive to different perspectives helps in building meaningful relationships. 

Solution Orientation 

Problem-solving is the process of analyzing an issue, finding its causes, and figuring at the best way to fix it. 

Solution orientation is the mindset of focusing on solutions instead of just the problem. 

They work together because: 

• Problem-solving helps understand the issue. 

• Solution orientation keeps to things positive and action-focused instead of getting stuck on obstacles. 

Together, they ensure both analysis and action to fix problems efficiently 

Process Excellence  

Achievement-oriented individuals strive for efficiency and effectiveness in their work. 

Critical Thinking 

They analyze situations to overcome obstacles and achieve results