Head Of Operations

Capita

Cape Town, South Africa
Drive service delivery to meet slas
Achieve financial targets by delivered hours
Analyse data for insight generation
Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution

Job Summary

  • Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.
  • Ensure the achievement of the financial targets by delivered billable hours.
  • Model and drive key leadership qualities and achieve results through effective people management practices (including managing performance and behaviour).

Matching Summary

Drive service delivery to meet the required SLAs including Customer experience, Conversion, Quality, Compliance, TAT, and query resolution.

Skills & Requirements

Must-have

  • Drive service delivery to meet SLAs
  • Achieve financial targets by delivered hours
  • Analyse data for insight generation
  • Lead the administration of Quality Monitoring
  • Manage client relationships and escalations
  • Drive employee engagement

Nice-to-have

  • Model and drive key leadership qualities
  • Actively pursue promise of great experience
  • Identify innovation opportunities

Key Requirements

  • Matric (Completed)
  • Senior Operations Manager role
  • DPD or Southern Water customer service experience
  • Proven track record of leading a successful team

Work Rights

Not specified

Tailored Resume

Cover Letter