As an operations manager you will be responsible for the successful leadership and management of the daily operation of your call centre teams, ensuring the highest level of customer engagement standards are met with qualitative processes.
Oversee the activities of the department, driving customer engagement and sales, focusing on achieving predefined targets each week/month/quarter.
Managing client feedback and client service trends and implementing appropriate process improvements where necessary.
Manage team leaders, monitoring them in terms of productivity and ensuring a culture of coaching and development within the customer engagement centre.
Manage employee morale through various reward and recognition initiatives, creating a high performance culture.
Analysis of reports to assesses team and individual performance, identify and implement corrective action plans where required.
Work with recruitment team to develop resourcing strategy, manage headcount resources efficiently
Ensure that quality standards and procedures are properly maintained in accordance with objectives and company standards.
Participate in department and companywide projects as required.
You have a minimum of 3+ year’s management experience in a Call Centre environment.
You have a proven ability to motivate, lead and develop staff and deliver on predefined targets.
You have the ability to manage multiple priorities and deadlines in a fast paced and challenging environment.
You have strong communication skills with a high level of professionalism.
You are an enthusiastic, self-motivated and proactive individual, you are results driven with excellent organisational skills.
If you think you are the right fit for SalesSense, apply today or call our dedicated recruitment team on 091 380 500 for more details.