Operations Manager

Due to our continued growth, we have an exciting opportunity for an experienced Operations Manager to join #theAteam. 

As an Operations Manager, you will have overall responsibility for the day-to-day running of the project as well as have ownership of service delivery. 

At Ascensos, we take a mindful approach to customer service outsourcing and recruit with our clients in mind. We think big and we’re looking for team members who think bigger, achieve more, and work smarter. 

As an Operations Manager, you will work with colleagues and senior client contacts to deliver performance targets and to develop the customer service offering for the client's business. 

We don't stand still - you will have to stay ahead of the curve to ensure client satisfaction and consistent growth in revenue. 

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

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. But no need to worry if you don’t have lots of experience, we have thе best training program ready for you.

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

• Lead, motivate and develop your team.
• Oversee delivery of great customer service in line with agreed KPIs.
• Develop and own the client relationship, ensuring there is an effective partnership and clear communication.
• Communicate effectively with your team and colleagues.
• Understand and apply customer-related statistics.
• Prepare performance reports by collecting, analysing, and summarising data and trends.
• Communicate and coordinate information between support and business functions.
• Contribute to short and long-term organisational planning and strategy as a member of the management team.
• Work with colleagues to identify opportunities and create innovative plans to develop your account(s).
• Develop and deliver effective client-facing tactical and strategic plans and reviews.
• Support learning & development with training, coaching and ongoing development of your team.

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 think big and we’re looking for team members who think bigger, achieve more and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Previous Team Manager and Operations experience.
• Desirable experience working in a Contact centre or outsource environment.
• Exceptional people management skills.
• The ability to work effectively with client contacts to deliver BAU, change and improvements.
• Confidence with technology, with proficiency in Excel, Word, PowerPoint and Outlook.
• An ability to analyse data and present clear messages from it.
• Excellent communication skills in varying circumstances, tailored to your audience.
• The ability to thrive on being involved with your team and be a hands-on leader.
• Excellent interpersonal skills and a collaborative management style.
• Commitment to high professional ethical standards and a diverse workplace.
• The ability to look at situations from several points of view and operate in a fast-paced environment.
• Positivity and the ability to remain focussed in sometimes challenging situations.
• Professionalism, fairness and consistency.

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.
• Up to R1000 performance bonus
• 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.
• ‘Employee of the Month’ Awards.
• A diverse & inclusive working environment.