Senior Operations Manager BPO

Senior Operations Manager – Cape Town

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Operations Manager / Service Delivery Manager Cape Town, SA you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client and business goals.

•    You’ll have responsibility for the operational direction and financial performance of the business
•    You’ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
•    You’ll report to the Operations Director. We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
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Your accountabilities and activities will include

•    Supporting the Senior Operations Director in defining the Operational strategy to ensure the long-term development and success of the business
•    Responsibility for the direct management and development of the junior management team
•    Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized. 
•    The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.
•    Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.
•    Contributing to the operational elements for new bids and new services
•    Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.
•    Responsibility to create an environment in which employees consider themselves as stakeholders.
•    Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
•    To over-see the forecasting, planning and real time delivery of our man-power – to meet client volume and profiles.
•    Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

•    A minimum 5 year call center management or equivalent work experience, ideally in a BPO
•    Experience across all multi customer service channels, voice, email, chat, SM
•    Continuously promote a performance-driven culture and always work towards reaching for amazing
•    Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
•    Consistently mentor and inspire others 
•    Customer focused mindset
•    Understanding, interpreting, and manipulating data for reporting
•    You’ll have good process and change management experience to aid your delivery of business needs and changing client requirements
•    Strong people and client leadership and stakeholder management 

What You Can Expect

•    Knowledgeable, encouraging, supporting and present leadership
•    Diverse and community minded organization
•    Career-growth and lots of learning opportunities for aspiring minds
•    And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC

Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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