Contact Centre Operations Manager at Deloitte

Umhlanga Rocks, KwaZulu-Natal, South Africa -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Centre Management, Team Leadership, Process Improvement, Workforce Planning, Resource Utilisation, Policy Implementation, Reporting, Risk Management, Client Relationship Management, Analytical Skills, Communication Skills, Problem-Solving Skills, Attention to Detail, Training, Talent Development, ISO 9001 Standards

Industry

Business Consulting and Services

Description

Company Description At Deloitte, our Purpose is to make an impact that matters for our clients, our people, and society. This is the lens for which our global strategy is set. It unites Deloitte professionals across geographies, businesses, and skills. It makes us better at what we do and how we do it. It enables us to deliver on our promises to stakeholders, while creating the lasting impact we seek. Harnessing the talent of 450,000+ people located across more than 150 countries and territories, our size and scale puts us in a unique position to help change the world for the better—by bringing together the services we provide, the societal investments we make, and the collaborations we advance through our ecosystems. Deloitte offers career opportunities across Audit & Assurance (A&A), Tax & Legal (T&L) and our Consulting services business, which is made up of Strategy, Risk & Transactions Advisory (SR&T) and Technology & Transformation (T&T). Are you ready to apply your knowledge and background to exciting new challenges? From learning to leadership, this is your chance to take your career to the next level. About the Division Deloitte Tip-offs Anonymous sits with Risk, Regulatory & Forensics, providing end-to-end Risk, Regulatory & Forensic advisory capabilities, including advisory services to manage regulatory and financial risk; support discovery, fact business disputes, and regulatory concerns; protect businesses from financial crime and other corporate misconduct; and manage risk from an ecosystem and enterprise level. Our business areas work in unison to provide integrated solutions unique to the organisational requirements of any business. Read more about us here - Tip offs Anonymous | Solution | Forensic & Regulatory Solutions Job Description 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 centre—overseeing 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 Bachelor’s degree Experience: 4–6 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, parent’s 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 you're 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 work—in 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.

Responsibilities

The Contact Centre Operations Manager will manage the day-to-day operations of the contact centre, overseeing people, processes, and systems. This role includes driving continuous improvement and ensuring compliance with client SLAs and policies.