Senior Operations Manager

Job Title:

Senior Operations Manager

Job Description

Join Our Team as a Senior Operations Manager at Concentrix!

Are you a dynamic leader with a passion for driving operational excellence? Concentrix, a leading global provider of customer experience solutions, is seeking a Senior Operations Manager to spearhead our US Healthcare campaign in beautiful Cape Town. In this exciting role, you will be responsible for coaching and supervising a team of dedicated Operations Managers and Team Leaders, ensuring that we meet Client Service Level Agreements and achieve financial expectations.

This position offers the unique opportunity to work on-site and lead a team in delivering exceptional service, ensuring that our clients receive the highest standards of care. You will work from 2 PM to 11 PM, with some flexibility required to accommodate the needs of our operations. If you thrive in a fast-paced environment and are eager to make a significant impact, we invite you to apply and become a part of the Concentrix family, where your skills will contribute to shaping customer experiences across the globe!

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports  to ensure consistent administration of company policies and standards;  define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Leading a team of Operations Managers and Team Leaders

 

Candidate Profile 

• Matric / Grade 12 minimum qualification - Essential
• 6 month's experience as a Senior Operations Manager OR 3 years Operations Manager experience.
• Call Centre Management experience - Essential
• US Healthcare experience - Preferred
• Managed Multiple lines & channels - Beneficial
• Managed large teams of 150 plus FTE - Essential
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Willingness to work a flexible schedule

Disclaimer:
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace. 

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time