Contact Centre Operations Manager

Deloitte Forensics is seeking an experienced and dynamic Call Centre and Operations Manager to join our Tip-offs Anonymous (TOA) team. This is a pivotal role providing efficient support to the TOA Senior Manager: Operations. You will be responsible for the effective management of the call centreoverseeing people processes systems and associated projects to enhance the TOA business.

Key Responsibilities

• Manage day-to-day operations of the contact centre across all mediums and services.
• Lead mentor and develop a high-performing team including recruitment onboarding training and retention initiatives.
• Drive continuous improvement in processes systems and quality to enhance service delivery.
• Oversee workforce planning scheduling and resource utilisation.
• Implement and maintain policies standard operating procedures and ensure adherence to ISO 9001 standards.
• Ensure timely and accurate generation and delivery of reports within SLAs and escalate urgent matters as required.
• Utilise analytics and client feedback to drive operational excellence and cost savings.
• Proactively manage risk and ensure compliance with all client SLAs policies procedures and relevant legislation.
• Foster a client-centric culture managing both internal and external stakeholder relationships.
• Provide accurate and timely reporting to senior management.
• Support transformation and talent development initiatives within the team.

Qualifications :

Education:

• 3-year Bachelors degree

Experience:

• 46 years management experience in a Professional Services Financial Legal Forensic or Whistle-blowing environment preferably with large teams.
• Language: Excellent command of English (fluency in another official language is advantageous)
• Technical: Advanced MS Office skills strong reporting and analytical abilities and expert knowledge of contact centre technologies (including AI).
• Behavioural: Strong communication integrity attention to detail people management and problem-solving skills.

Other: Willingness to work alternate public holidays/weekends and be available on standby as required.

Desired Qualifications & Experience

• BCom LLB or Forensics-related qualification with a call centre-related qualification.
• Project management workforce planning quality assurance and experience in managing operational projects.

What We Offer

• Opportunity to work with a market leader in forensics and whistle-blowing services.
• A collaborative supportive and innovative work environment.
• Ongoing professional development and career growth.

Additional Information :

Note: The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities which may fall reasonably within the ambit of the role profile depending on operational requirements.

Be careful of Recruitment Scams: Fraudsters or employment scammers often pose as legitimate recruiters employers recruitment consultants or job placement firms advertising false job opportunities through email text messages and WhatsApp messages. They aim to cheat jobseekers out of money or to steal personal information.

To help you look out for potential recruitment scams here are some Red Flags:

• Upfront Payment Requests: Deloitte will never ask for any upfront payment for background checks job training or supplies.
• Requests for Personal Information: Be wary if you are asked for sensitive personal information especially early in the recruitment process and without a clear need for it. Fraudulent links or contractual documents may require the provision of sensitive personal data or copy documents (e.g. government issued numbers or identity documents passports or passport numbers bank account statements or numbers parents data) that may be used for identity fraud. Do not provide or send any of these documents or data. Please note we will never ask for photographs at any stage of the recruitment process.
• Unprofessional Communication: Scammers may communicate in an unprofessional manner. Their messages may be filled with poor grammar and spelling errors. The look and feel may not be consistent with the Deloitte corporate brand.

If youre unsure make direct contact with Deloitte using our official contact details. Be careful not to use any contact details provided in the suspicious job advertisement or email.

At Deloitte we want everyone to feel they can be themselves and to thrive at workin every country in everything we do every day. We aim to create a workplace where everyone is treated fairly and with respect including reasonable accommodation for persons with disabilities.

We are committed to employment equity and building a diverse and inclusive workplace across the African continent. Our recruitment processes are aligned with our Employment Equity Plan and the principles of the Employment Equity Act. Preference may be given to candidates from designated groups.

We actively support the inclusion of people with disabilities and embrace neurodiversity in the workplace. We recognise and value the unique strengths that neurodivergent individuals bring and we are committed to creating an environment where everyone can thrive.

If you require reasonable accommodations in relation to your disability and neurodiverse needs during the recruitment process please let us know. We are happy to make adjustments to suit your individual needs.

Remote Work :

No

Employment Type :

Full-time