Overview
General Manager Operations Jobs in Umhlanga Rocks, South Africa at Ignition CX
The role
We are seeking an experienced and results-drivenGeneral Manager of Operations to oversee the end-to-end Operational performance of a number of our International Clients, based at our site in Umhlanga, Durban. The role has full accountability of Client success, ensuring that Ignition CX effectively delivers on all allocated Client KPIs and SLAs, solving for any internal challenges across the business that may impact this performance (in collaboration with the COO), providing robust daily, weekly, monthly and quarterly reports, commentary and solutions both internally and to our Clients.
Key Responsibilities:
Oversee day-to-day Client operations of the contact centre, ensuring that all Client KPIs and SLAs are met
Manage and mentor teams of agents, team leaders, and campaign managers
Continuously analyse available performance metrics to identify areas for improvement and implement measures to drive the continuous improvement agenda
Collaborate with support departments to enhance the operational delivery and for speedy resolution of escalated issues.
Lead all weekly, monthly and quarterly business reviews internally and with Clients
Create and maintain a positive and motivating work environment, that promotes teamwork and professional growth.
The detail
Client Engagements:
Ensure a consistent and positive Client experience
Maintain service quality, by aligning customer service strategies with the company’s global vision.
Adapt certain metrics to the specific needs and expectations of relevant clients.
Operational Leadership and Management:
Provide guidance, coaching, and mentorship to enhance the performance and professional development of direct reports.
Set relevant targets and KPIs for the contact centre team.
Monitor individual and team performance to ensure targets are met or exceeded.
Create a high-performance culture within the relevant contact centre by motivating the team to achieve and exceed objectives.
Conduct regular performance reviews, provide feedback, and address training needs to enhance the relevant contact centre team’s capabilities.
Develop and execute relevant incentive programs to drive a continuous high performance environment.
Risk and Compliance:
Mitigate risks associated with relevant contact centre operations, such as regulatory compliance and legal issues.
Ensure regulatory compliance and adherence to company policies and guidelines
Skills:
Ability to develop and nurture improved performance across customer service and or service.
Strong influence management skills
General business analysis skills
Proactive strategic thinker
Client focused with tenacity to resolve issues and conflict.
Stakeholder, service, and solution orientated with high problem-solving capacity.
Ability to develop and review company policies and standard operating procedures.
Ability to work effectively with senior and executive level employees.
Ability to read and interpret financial information.
Education:
Matric, Tertiary education preferred
5+ years’ experience in a similar Senior Operational role in operations in a GBS or BPO
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Title: General Manager Operations
Company: Ignition CX
Location: Umhlanga Rocks, South Africa
Category: Management (Operations Manager, General Management, Client Relationship Manager, Program / Project Manager)
