Work with a well-established telecommunications brand to lead, mentor and coach contact Centre Teams to create and deliver amazing customer experiences. Support and motivate your team to ensure they\u2019re on track to meet client goals.<\/p>\n
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Job Title: Operations Manager BPO<\/strong> Job Summary:<\/strong> o Customer Satisfaction Score \u2022 Lead, develop, motivate, operational teams Requirements:<\/strong>
\nLocation:<\/strong> Cape Town, South Africa
\n(Market)<\/strong> – Monthly<\/p>\n
\nResponsibilities:<\/strong>
\n\u2022 Develop and implement plans to successfully deliver exceptional results
\n\u2022 Handle client interface, deliver on SLA requirements
\n\u2022 Focus on providing differentiation in a highly competitive industry by exceeding client
\nexpectations
\n\u2022 Continuously promote a performance-driven culture and always work towards reaching for amazing results
\n\u2022 Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
\n\u2022 Achieve financial and non-financial targets.
\n\u2022 Improve the key success metrics associated with goals including:<\/p>\n
\no Service Level Goals
\no Quality Goals<\/p>\n
\n\u2022 Manage the Contact Centre workforce. motivate and manage supervisory team
\n\u2022 Ensure optimal service delivery through scheduling and continuous process
\nimprovement.
\n\u2022 Coordinate training on new or revised information relating to services, products or
\nprocesses of projects
\n\u2022 Ensure all customer questions and complaints are resolved in a timely manner
\n\u2022 Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance
\n\u2022 Handle employee related issues. Monitoring attendance, punctuality and leave
\n\u2022 Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs
\n\u2022 Set up and manage performance measures.
\n\u2022 Deliver daily, weekly and monthly reports.
\n\u2022 Manage operating budgets.
\n\u2022 Develop rewards and recognition incentives\/programs.
\n\u2022 Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets
\n\u2022 Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes
\n\u2022 Work with IT and Infrastructure to ensure optimal operational efficiencies
\n\u2022 Understand customers\u2019 needs and identify solutions that meet the requirements of the customer<\/p>\n
\n\u2022 Matric
\n\u2022 Certified Call Centre Manager or equivalent qualification, a distinct advantage
\n\u2022 2-4 years\u2019 experience in a BPO Call Centre Management position
\n\u2022 Knowledge of and experience in managing to strict client SLAs
\n\u2022 Ability to motivate and manage supervisory team
\n\u2022 Solid understanding of reporting and budgeting procedures
\n\u2022 Solutions focused – ability to think outside the box
\n\u2022 High Proficiency in English<\/p>\n