Operations Executive Manager (m/f/o)

Your Tasks

Position Summary
Assists Operations Manager to coordinate activities of teams providing telephone and correspondence customer support services by performing the following duties.

Duties and Responsibilities

• Meet Key Performance Indicators
  
• Deputise for Managing Director
  
• Assist in Client visits
  
• Provide leadership, while coaching Team Leaders to improve leadership skills and general development to meet departmental and specific individual objectives
  
• Conduct regular monitoring of Team Leaders to ensure standards are achieved 
  
• Communicate client and Percepta expectations to all staff at regular intervals
  
• Manage relationships with Human Resources, Training, and other functions to obtain required support for the project
  
• Administer Percepta’s policies and procedures consistent with sound judgement and fairness
  
• Promote positive relations with client and other Percepta personnel, without releasing confidential information through improper means
  
• Liaise with client personnel to provide and obtain timely, accurate and relevant information; ensure that information is disseminated effectively to Team Leaders and staff
  
• Ensure all Team Leaders know, understand, adhere to and enforce Percepta policies and procedures, and regulatory and legislative requirements
  
• Work on special projects as agreed with the Managing Director
  
• Follow all Health and safety rules and regulations
  
• Manage all Team Leaders and allocated specialist CRC employees.
  

Essential Knowledge

General Administration

Qualifications:

• Business Studies degree or equivalent
  
• Founded knowledge of MS-Office
  

Experience:

• Experience as a CRC Team Leader, meeting all KPI’s during this period; prior operational management experience is advantageous or 2 year’s experience minimum

Expertise/other Skills:
Language/ Mathematical Skill

• Business fluent in English
  
• Ability to provide constructive feedback to Team Leaders
  
• Good facilitation, negotiation and presentation skills
  
• Good report writing skills
  
• Ability to understand, interpret and action improvements based on call centre operational statistics
  
• Ability to handle escalated calls to achieve a positive outcome
  

Customer Service

• Understanding of excellent customer service
  
• Ability to identify opportunities for improvements and implement change
  

Reasoning Ability

• Ability to deal with problems and determine mutually beneficial solutions
• Ability to manage time effectively and prioritise activities
• Ability to identify problems and opportunities for improvement
• Ability to make quick and competent decisions

Motivating

• Ability to motivate individuals and team towards quality, quantity and development objectives
• Demonstrate initiative in leading the team and be seen to be a driving force within the centre

Industry awareness

• Knowledge of relevant products, processes, policies and procedures across the organisation
• Knowledge of relevant regulatory issues
• Knowledge of systems capability and potential

Education:

• Business Studies degree or equivalent