Job Title:

Senior Operations Manager

Job Description

The Senior Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Analyze and maintain all Client Service Level Agreements; implement improvement plans as neededMaximize 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 requirementsManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)Create and maximize relationships with client partnersProvide 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 performanceConduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coachingCreate a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate 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 improvementImplement 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 requirementsAttend business reviews with the clientHandle a team of team leaders

 

Candidate Profile 

Matric / Grade 12 minimum qualification - Essential2yrs Senior Operations Manager experience OR 5yrs Operations Manager exp.Call Centre Management experience - EssentialUS Healthcare experience - PreferredManaged Multiple lines & channels - BeneficialManaged large teams of 300 plus FTE - EssentialDemonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedbackDemonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goalWork well under pressure and follow through on items to completion while maintaining professional demeanorExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentWillingness 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.

Location:

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

Language Requirements:

Time Type:

Full time2025-10-13

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