Operations Manager



Posted on Friday, May 10, 2024

Cape Town


The role is to lead, coach, and support the Cape Town Network Experience operation to deliver great customer experience to the SA Youth network through various channels. This includes
providing a meaningful first-time work experience to learners within the environment. The main goal is to inspire, motivate, and guide learners in the Network Experience Work Integrated Learning
program to achieve their performance goals.

  • The Operations Manager will be responsible for ensuring operational excellence in the Cape Town centre for youth development while also meeting customer service and work seeker support targets. They will need to lead the team in achieving key performance indicators such as inbound service levels, outbound campaign conversion targets, and
    productivity. Additionally, the leader will work with stakeholders to ensure smooth contact centre operations and provide leadership support to team leaders to align with the culture of servant leadership.
  • The successful applicant will also drive resolution of problems, guide the leadership team, and implement reward and recognition initiatives to ensure an engaging and effective operation. They will participate in contact centre initiatives, attend leadership forums, and review operations for process improvement opportunities. Additionally, they will support skills development and talent management of entry-level learners, especially those with disabilities, to transition effectively into the workforce.
  • The leader will collaborate with various teams to monitor and manage the quality and consistency of curriculum implementation for young people in the Work Integrated Learning program. They will support onboarding, work readiness, and ongoing learning and development of learners, as well as ensure successful completion of learnership modules. Additionally, they will work with the Finance team to manage stipend payments and ensure inclusivity and support for learners with disabilities.
  • Requirements for the role include a Matric/Grade 12 qualification, at least 3 years of experience in a contact centre/customer experience environment, coaching and developing diverse groups, and leadership and management skills. Knowledge of contact centre telephony and CRM systems is desirable, along with the ability to operate in a fast-paced, target-driven environment. Learning and development facilitation skills are advantageous.
  • Overall, the leader will play a crucial role in leading and supporting the Cape Town operation to deliver a worldclass customer experience and support to the SA Youth network, while also providing meaningful work experiences to learners and driving their personal and professional growth.
  • Matric/Grade 12
  • Minimum of 3 years’ work experience in a contact centre/customer experience environment
  • Minimum 3 years’ experience in coaching and developing diverse groups of people and preferably youth development
  • Proven experience leading and managing teams.
  • Knowledge and experience of contact centre telephony and CRM systems desirable
  • Ability to operate in a fast paced, target driven and matrix environment
  • Learning & development facilitation skills advantageous
  • Communication skills
  • Leadership ability
  • Customer focused
  • Team player
  • Technical ability
  • Integrity
  • Attention to detail
  • Willingness to learn
  • Curiosity
Apply for this position by sending your CV to shaunw@harambee.co.za, including the position you are applying for in the subject line.