Operations Manager - UK Insurance - Port ElizabethFull job descriptionJob Title: Operations Manager – UK Customer ServiceCompany: OutworxLocation: Port ElizabethAbout Us: Outworx is a leading BPO dedicated to delivering exceptional customer service experience. We pride ourselves on fostering a positive and supportive work environment while striving for excellence in customer satisfaction.Position Overview: We are seeking an experienced and results-driven Operations Manager to oversee our Call Centre Customer Service operations. The ideal candidate will lead and manage a team, ensuring efficiency, productivity, and exceptional customer service delivery.Key Responsibilities:Oversee day-to-day operations of the Call Centre Customer Service department.Manage and mentor a team of customer service representatives, team leaders, and supervisors.Develop strategies to enhance operational efficiency and achieve key performance indicators (KPIs) and service level agreements (SLAs).Implement and optimize processes to improve customer service quality and maximize customer satisfaction.Analyze data and performance metrics to identify areas for improvement and implement corrective measures.Collaborate with other departments to ensure seamless operations and resolution of escalated issues.Create and maintain a positive and motivating work environment that fosters teamwork and professional growth.Qualifications and Skills:Proven experience 2+ years in a managerial role within a UK contact centre environment preferredStrong leadership and people management skills with a track record of building and developing high-performing teams.Excellent communication, interpersonal, and problem-solving abilities.Proficiency in using call centre management software and tools.Ability to work under pressure, multitask, and prioritize in a fast-paced environment.Results-oriented mindset with a focus on achieving targets and improving operational efficiency.Benefits:Competitive salary packageOpportunities for career advancement and professional developmentHow to Apply: If you are a passionate leader with a drive for operational excellence and customer satisfaction, we would love to hear from you!Outworx is an equal opportunity employer and values diversity in the workplace.Job Type: Full-time
