As the Operations Manager, you will be responsible for the growth and development of the teams to consistently deliver excellence through staff performance optimization, process management, technology utilization, and continuous improvement.**KEY ACCOUNTABILITIES. RESPONSIBILITIES OF ROLE Manage/maintain and improve call center operations including minimizing costs and maximizing revenue through effective leadership. Establish and maintain a high standard for productivity, quality, and system performance Provide and maintain mentoring, personal and career path development for teams:Work closely with senior stakeholders Ensure performance measurement is carried out correctly and regularly Ensure skill and knowledge gaps are identified and addressed accordingly Ensure training and development plans exist are followed Lead and motivate the team Ensure compliance with Sales and Customer service policies, procedures, and operational plans and highlight risks and controls and proactively take relevant action where necessary Set Sales and Customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards Ensures appropriate reporting functionality is in place and functional on the performance of the operation Manage the operational relationship and SLA Continuously seek improvements in business processes, products, and technology and manage the change process when improvements are implemented Support with recruitment when required Support worker communication with the management teamKNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED Minimum 3 years experience in a Call Center environment Minimum 3 years experience in operations service, sales, and/or retentions as an Operations Manager Knowledge of Call center technology Proven ability in managing a highperforming environment in both inbound and outbound call centers People and Stakeholder managementEDUCATION: Matric/Grade 12 Certificate (Essential) Relevant Tertiary qualifications (Call Center Management or similar Essential)#J-18808-Ljbffr