Night Shift Operations Manager

Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you'll love leading a team in pursuit of customer service excellence, and the achievement of performance targets. 

Every day brings new challenges and excitement, and allows you to do what you do best: ensuring we consistently meet our clients' expectations through regular and effective dialogue, and the appropriate translation of their needs into operational activities. 

As an Operations Manager with Ascensos, you will work within a fully supported environment, where you can demonstrate your commitment to ensuring customer satisfaction through your skills and personality.

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind; because we love our people, and if our people love the brand they work with, then we know that customers will continue to love that brand.

We’re looking for brand-focused candidates who have an excellent standard of English to join our Operations team in Cape Town.

If you have a passion for customer satisfaction and people development, and highly developed leadership and management skills, then this is the role for you! 

Please note. This position is office-based at our site in Searle Street, The Boulevard in Woodstock.

Your role can include, but isn’t limited to:

• Working closely with the client to fully understand the brief, their culture, brand, products, and requirements.
• Establishing an efficient and effective communication dialogue, which is in line with the client’s expectations.
• Ensuring the client’s requirements in relation to staffing levels are understood and delivered.
• Providing support to the client in identifying potential efficiencies and savings wherever possible.
• Translating the client’s requirements into operational actions in a timely and efficient manner.
• Working closely with fellow members of the team to develop and implement tactical solutions to enable achievement of corporate targets.
• Effective communication of information between the Account and all other relevant departments to ensure all clients’ and Digital Tribe’s goals are achieved.
• Managing operational performance to meet and exceed company and client expectations.
• Ensuring a performance management culture is developed throughout the account where results are measured both in qualitative and quantitative terms and above average performance is consistently rewarded.
• Developing and implementing uniform and standardised operational processes across the account at all operational levels.
• Working with relevant departments to gain efficiencies and to meet the fluctuations in demands of the account, ensuring that savings are achieved for clients wherever possible.
• Monitoring and analysing reports, identifying trends and using information to make continuous improvements in processes, procedures and working practices.
• Delivering to monthly targets based on agreed budgets, client volume forecasts and resource planning forecasts. A daily overview of performance (financial and SLAs) to targets stating reasons for major variances.
• Producing monthly top-level report detailing key performance indicators and corrective action plans as required.
• Ensuring implementation and execution of structured development plans across the project
• Working with the HR team on the development, implementation and management of structured recruitment and employee development plans focussed on optimising productivity and quality
• Identify, nurture, and develop future senior operational managers enabling the business to grow rapidly utilising ‘home grown’ talent.
• Work with the training team on the identification of training needs and subsequent resolution thereof.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We want to hear from you if you have the following skills!

• Business Related Degree is desirable.
• 2 – 3 Years’ experience in a senior management role.
• Previous Contact Centre Management Experience preferably within a customer services contact centre (Background Checks will be conducted)
• Highly developed leadership and management skills.
• Excellent analytical and mathematical skills.
• Good relationship builder.
• Capable of working under pressure, multi-tasking and meeting tight deadlines.
• Must be able to demonstrate an understanding of outsourcing and the importance of managing performance for Digital Tribe and its clients.
• Track record of implementing and managing new and ongoing projects.
• Strong verbal and written communications skills essential.
• Working knowledge of contact centre operational tools, such as telephony reporting tools, email management/reporting tools desirable.
• Computer literacy including working knowledge word processing and database applications.

We recognise the unique contributions of everyone in #theAteam; it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering excellent customer service, career development and fun Fridays are the norm.

We’ll tell you all about it during your interview!

• Full training & support.
• Medical insurance after 6 months.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Full training & support.
• Access to our Learning & Development Talent SPA.
• A diverse & inclusive working environment.