WHAT YOU’LL BE DOING

• The focus of this job is on achieving results which are aligned with the big picture of the organisation and its strategic goals. 
• The Senior Operations Managers mission is to support both Foundever and our clients in achieving service, quality, contribution goals and associate engagement with a Can Do attitude across the site.
• You will convey strategic vision to the team and build consensus for any changes that is forthcoming. As a key leader you will be charged with making program level decisions that result in the greatest overall outcome for our clients, their customers, and our business.
• You will Institute new policies, technology, equipment, workflows or whatever other changes can positively impact the business. You will deputise for Country Manager as required ensuring the site runs monthly and service is maintained in their absence.

ABOUT YOU

• It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers.
• It is key that you are a confident and an experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay.  You will be able to establish robust working relationships with both internal and external stakeholders.

KEY RESPONSIBILITIES:

Operational Performance

• Review performance for each client and provide support and accountability at each level.
• Drive KPI performance.
• Responsible for Sitel’s global standard framework and other operating systems, policies and procedures, including development, implementation and continual improvement of processes to best achieve overall business goals.
• Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage underperformance through improvement plans.‎

Clients

• Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
• Participate in bids as appropriate.
• Identify possible business opportunities for growth within the current business
• Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
• Communicate and escalate client issues to appropriate teams.
• Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.

Leadership and Management

• Promote an engagement management philosophy, living the Sitel values.
• Development of the leadership team via succession planning and leadership development.
• Promote coaching and development of associates through processes such as the continuous performance management (CPM).‎

Financial Performance

• P&L management
• Forecasting/resource planning and prioritisation.
• Achieve Revenue and Profit to EBTIDA.
• Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
• Establish, monitor and maintain priorities to meet client, site and corporate goals.

YOUR PROFILE AND EXPERIENCE

• Leadership: Exceptional leadership skills with ability to manage multiple teams and large groups of people.
• Expertise: Minimum of 5 years’ experience in a Contact Centre Operations Manager role.
• Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.
• Ability: Good numeric and verbal reasoning skills.
• Critical-Thinking: Effective problem-solving skills.
• Employee Performance: Performance Management skills.
• Knowledge: Demonstrated knowledge of industry & general business management