Senior Operations Manager - Utilities Contact Centre

WHAT YOU'LL BE RESPONSIBLE FOROperational DeliveryDeliver Contractual & CommercialPerformancePeople ManagementCreate a High Performing, Highly Engaged TeamStakeholder ManagementBuild Excellent Relationships, Internally & Externally, at all LevelsCompliance & GovernanceEnsure Compliance to all Relevant Process & Regulatory StandardsInnovationDrive Continuous Improvement & Create ValueOUR EXPECTATIONS OF YOUSenior Contact Centre Manager - UtilitiesAccountability & ResponsibilityAs part of the senior management team of Utilities Cape Town, you lead a team of operational leaders.You are customer & client facing & strive to deliver excellent customer experienceYou drive continuous improvement experiments through your team & harvest ideasYou manage costs & profitability through all available commercial leversYou drive the SBU & Client culture through effective communication, by continuously displaying the SBU habits & behave as a role model leaderYou develop your people through effective coaching, performance management & drive a recognition cultureYou support your operations colleagues to exceed client expectations on all levels at all timesYou have robust & honest performance & behavioural conversationsYou drive compliance in everything you doYou are emotionally aware of yourself & others. You handle your interactions with authenticity, empathy & professionalismHOW WE'LL MEASURE YOULeadershipESAT,Absence & Attrition ManagementStakeholder ManagementVoice of Client, 360 FeedbackContinuous ImprovementInvent, Design & Implement Projects that Create Tangible ValueComplianceMeet all Required Compliance Measures both Internally & ExternallyOperational ExcellenceClient KPI Delivery, Commercial Delivery, Cost ManagementHABITS WE WANT YOU TO PRACTICEI Make Recognition A Priority I Seize AccountabilityI Am Brave Enough To ChallengeI Start Projects With the End in MindI Listen to Ideas & Encourage InnovationI Develop My People Through Empowering & Supporting Them I Leverage Knowledge & Experience Through CollaborationI Provide Solutions Not Problems I Work Smarter Not HarderI Lead With Consistency