Operations Manager Night Shift

Are you ready to take the next step in your career?

The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Requirements:

• Knowledge of and experience in contact centre performance metrics and reporting
• 2 years as a Team Leader

What you'll be doing

People Management

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
• Ensures that all Human Resources policies and procedures are observed.

Customer Relations

• Manages customer escalations and complaints.
• Ensures operational delivery is in line with contractual obligations.
• Provides input and participates in calibration sessions.

Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements.
• Analyses business data identifying and highlighting trends to the management team.
• Monitors absenteeism and adherence.
• Compiles ad hoc reports as and when required.
• Analyses operational data and takes relevant action.
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
• Arranges log ons for new employees.
• Ensures Agent time sheets are accurately completed and timeously submitted.