Senior Operations Manager

Job Title:

Senior Operations Manager

Job Description

Are you a dynamic leader with a passion for driving operational excellence? Concentrix, a leading global provider of customer experience solutions, is seeking a Senior Operations Manager to spearhead our US Healthcare campaign in beautiful Cape Town. In this exciting role, you will be responsible for coaching and supervising a team of dedicated Operations Managers and Team Leaders, ensuring that we meet Client Service Level Agreements and achieve financial expectations.

This position offers the unique opportunity to work on-site and lead a team in delivering exceptional service, ensuring that our clients receive the highest standards of care. You will work from 2 PM to 11 PM, with some flexibility required to accommodate the needs of our operations. If you thrive in a fast-paced environment and are eager to make a significant impact, we invite you to apply and become a part of the Concentrix family, where your skills will contribute to shaping customer experiences across the globe!

What You'll Be Doing

Delivering Client Success

• Own and optimize all Client Service Level Agreements (SLAs), ensuring we consistently exceed expectations.

• Build strong, strategic partnerships with our clients while actively contributing to impactful business reviews.

Driving Operational Excellence

• Dive deep into operational metrics, including attendance adherence and client scorecards, to drive performance improvements.

• Collaborate with business leaders to forecast staffing needs and adapt to the ebb and flow of operational demands.

Maximizing Revenue Potential

• Play a pivotal role in generating revenue to meet our ambitious goals by supporting data collection and contributing to insightful forecasting.

Leading with Passion

• Inspire and manage a talented team of Operations Managers and Team Leaders, providing coaching and development to elevate performance.

• Foster a positive culture where forward-thinking ideas thrive, ensuring regular one-on-ones for consistent growth and feedback.

Collaborating Across Functions

• Be the glue that holds us together! Collaborate with our amazing support teams, including Training, HR, Quality, and Workforce Management, to drive initiatives that enhance operational performance.

Who We’re Looking For

Your Background:

• Essential: Matric / Grade 12

• 6 months as a Senior Operations Manager or 3 years as an Operations Manager

• Call Centre Management experience is a must

Preferably:

• US Healthcare experience to navigate the nuances of our clients’ needs.

• Experience managing large teams of 150+ FTE and multiple operational lines/channels.

Your Core Skills:

• A natural coach with a knack for performance management

• Strong analytical mindset with a talent for improving processes

• Exceptional communication skills and the ability to thrive under pressure

• Stellar planning and prioritization skills that ensure smooth operations

• Flexibility to adapt to our fast-paced business environment

Why Join Us?

• Be part of a diverse and inclusive team where your voice matters.

• Experience a vibrant work environment that encourages growth, innovation, and fun!

• Enjoy competitive benefits and opportunities for personal and professional development.

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.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

Location:

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

Language Requirements:

Time Type:

Full time