Purpose of Job
To deliver all operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture.
Key Responsibilties
- Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not
- Limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets
- Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
- Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
- Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team
- Managers and Advisors to deliver a superior level of sales and a high quality of service.
- Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
- Forecast and plan recruitment activity by co-ordinating communication between various internal departments including
- Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
- Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
- Ensure knowledge is kept fully up-to-date in relation to competitor activity and industry regulatory requirements
- Create and maintain a strong sales culture and performance driven working environment
- Communicate effectively with the team to create and maintain a motivated and challenged workforce
- Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive reports.
Education and Qualifications
Essential
Excellent written, numeracy, verbal and presentation skills
- Highly proficient in MS Office applications
Preferred
- Business Management Degree qualified
Skills, Knowledge and Capability
Essential
- Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
- Effective leadership through team building, development and a strong coaching culture
- Highly focussed and sales driven
- Great ability to coach the coach
- KPI management and proven track record of achievement
- Ability to recruit and create dynamic and highly performing teams
- Commercial awareness and financial management
- Thorough understanding of resource optimisation and delivery
- Excellent client relationship management
- Experience of managing multiple projects and varying team sizes
- Excellent written, verbal and presentation skills
- Act with integrity at all times when representing our business and its people
- Ambassador for KURA values and brand
Preferred
- Solutions orientated
- Endless enthusiasm with determination to overachieve on set targets
Pay: R70 000,00 - R80 000,00 per month
Application Question(s):
- Have you managed multiple teams (e.g., Operations Managers, Team Managers)?
Experience:
- operations in a contact centre environment: 4 years (Preferred)
Location:
- Umhlanga Rocks, KwaZulu-Natal (Required)
Work Location: In person
