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The Operations Manager is directly responsible for profit and growth of his/her business area through employee performance management, service delivery, and client interaction.

Description of Role and Objectives:

  • Reporting directly to the Contact Center Manager, the Operations Manager achieves his/her targets with the assistance of all Transcom support functions.

  • The primary objective is to achieve the set revenue target and Gross Profit Margin for his/her business unit with high employee and client satisfaction.

Responsibilities:

The position requires effective leadership and business execution for the following key focus areas. Additional responsibilities may be added as the needs of the business change and expand: 

Profit and Growth

  • Deliver accurate data to produce the forecast.

  • Develop realistic budgets.

  • Ensure consistent financial follow-up.

People 

  • Define needs for Team Leader recruitment in conjunction with Talent Acquisition.

  • Take ownership of Team Leader development by offering support and defining Team Leader training needs.

  • Set and follow up on quality and quantity targets for the allocated Clients/projects.

  • Promote teamwork.

  • Ensure that employee satisfaction is high and attrition is low within the allocated production unit.

  • Develop and maintain effective performance management.

  • Lead by example.

Business

  • Proactively respond to variances in targets and service levels. 

  • Ensure that revenue streams cover committed costs wherever possible.

  • Ensure regular and proactive contact and interaction with clients

  • Ensure client satisfaction through continuous business improvements.

  • Seek to increase client revenue and develop a partnership.

  • Strategic alliance with client’s marketing strategy, knowledge ability of clients’ culture, legislation regulations, and market trends.

Culture

  • Proactively promote the Transcom objectives.

  • Ensure that Transcom standard procedures are implemented and complied with at all times within his/her business area.

  • Create an open and energetic culture within his/her business unit. 

  • Ensure that objectives are set for every member of his/her business area and production unit in line with Transcom and business objectives.

  • Ensure a high level of morale and a sense of loyalty to Transcom in each individual.

  • Provide feedback to Corporate Governance on ideas for improving standards and processes.

Process and Integrity

  • Continuously review procedures and implement improvements.

  • Implement Transcom standard practices.

  • Ensure that demand forecasting is as accurate as possible and that resources deployed match demand effectively.

  • Promote synergistic teamwork with the Business Support Team ensuring that all data is accurate and completed on time.

  • CIMWeb Statistics – Weekly action items must be identified and root cause analysis must be done to ensure success on all campaigns.

Communication 

  • Attend internal meetings with other staff of the contact center.

  • Directly responsible for all communication with Team Leaders.

  • Pursue communication with Clients that have been allocated to the Operations Manager’s responsibility.

Qualification and experience:

  • Bachelor’s degree from accredited college/university and/or 3 years of professional experience.

  • Have a proven and successful track record of effective leadership with Commercial and/or Operational responsibility in the Customer Relationship Management industry or a closely related industry.

  • Have Client Relations and/or Sales contact experience.

  • Have a good understanding of Customer Relationship Management best practice and markets.

  • Manage your time effectively and be focused on setting clear objectives and priorities.

  • Have experience with P&L management and associated financial practices.

  • Have worked in a performance driven environment.

  • Experience leading in a virtual environment, preferred.

  • Excellent verbal and written English communication skills. 

It will help if you…

  • Have worked for a CRM outsource business

  • Have experience in direct/consumer marketing

  • Have direct/consumer marketing, CRM or business administration qualifications

  • Have run your own business

  • Have other language skills, including English

To be successful in this role you must…

  • Be self motivated and commercially minded.

  • Have effective leadership skills impacting people behavior including those that do not report directly to you.

  • Have effective analytical skills to analyze results and make decisions based on facts and figures.

  • Inspire other people to reach their full potential.

  • Take ownership for quality, competence, and commitment.

  • Enjoy/thrive on autonomy within the franchise framework and be results focused.

  • Be highly motivated and prepared to work hard.

  • Have high personal energy and enjoy a lively environment.

  • Be highly flexible and welcome change/improvements

  • Be innovative within the franchise framework.