Senior Operations Manager Richefond Circle, Umhlanga - Kura - South Africa

Kura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential. We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People." What if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful? 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 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 Salary: up to 100,000 per month DOE As well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include a medical Insurance, canteen allowance and more. Apply Now

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Senior Operations Manager Richefond Circle, Umhlanga - South Africa

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