Contact Centre Site Director

Found in: beBee S ZA - 2 weeks ago

Western Cape Cape Town, South Africa Foundever Full time
Foundever’s job vacancy, Career and Recruitment

Job title : Contact Centre Site Director jobs in Western Cape

Job Location : Western Cape, Cape Town

Deadline : May 16, 2024

Quick Recommended Links

Jobs by Location Job by industries

WHAT YOU’LL BE DOING

The focus of this job is on achieving results which are aligned with the big picture of the organisation and its strategic goals.  The Senior Operations Managers mission is to support both Foundever and our clients in achieving service, quality, contribution goals and associate engagement with a Can Do attitude across the site. You will convey strategic vision to the team and build consensus for any changes that is forthcoming. As a key leader you will be charged with making program level decisions that result in the greatest overall outcome for our clients, their customers, and our business. You will Institute new policies, technology, equipment, workflows or whatever other changes can positively impact the business. You will deputise for Country Manager as required ensuring the site runs monthly and service is maintained in their absence.

ABOUT YOU

It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers. It is key that you are a confident and an experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment. You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay.  You will be able to establish robust working relationships with both internal and external stakeholders.

KEY RESPONSIBILITIES:

Operational Performance

Review performance for each client and provide support and accountability at each level. Drive KPI performance. Responsible for Sitel’s global standard framework and other operating systems, policies and procedures, including development, implementation and continual improvement of processes to best achieve overall business goals. Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage underperformance through improvement plans.‎

Clients

Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery. Participate in bids as appropriate. Identify possible business opportunities for growth within the current business Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement. Communicate and escalate client issues to appropriate teams. Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.

Leadership and Management

Promote an engagement management philosophy, living the Sitel values. Development of the leadership team via succession planning and leadership development. Promote coaching and development of associates through processes such as the continuous performance management (CPM).‎

Financial Performance

P&L management Forecasting/resource planning and prioritisation. Achieve Revenue and Profit to EBTIDA. Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management. Establish, monitor and maintain priorities to meet client, site and corporate goals.

YOUR PROFILE AND EXPERIENCE

Leadership: Exceptional leadership skills with ability to manage multiple teams and large groups of people. Expertise: Minimum of 5 years’ experience in a Contact Centre Operations Manager role. Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels. Ability: Good numeric and verbal reasoning skills. Critical-Thinking: Effective problem-solving skills. Employee Performance: Performance Management skills. Knowledge: Demonstrated knowledge of industry & general business management

*Customer Service  jobs in south africa

*Contact Centre Site Director in Cape Town

  • Contact Centre Site Director

    Found in: beBee jobs ZA - 2 weeks ago

    Cape Town, Western Cape, South Africa Foundever Full time

    Foundever's job vacancy, Career and RecruitmentJob title : Contact Centre Site Director jobs in Western CapeJob Location : Western Cape, Cape TownDeadline : May 16, 2024Quick Recommended LinksJobs by LocationJob by industries WHAT YOU'LL BE DOINGThe focus of this job is on achieving results which are aligned with the big picture of the organisation and its...

  • Contact Centre Learnership

    14 hours ago

    Cape Town, South Africa Dash BPO South Africa (Pty) Ltd Full time

    **Contact Centre Learnership** Calling all aspiring contact center agents that are willing to work night shift US hours. **Requirements**: Clear communication of the English language both written & spoken. Grade 11 pass Strong desire to learn and develop. Hunger for growth passionate about customer service This is a potential learnership opportunity where...

  • Contact Centre Advisory

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa RecruitCo (Pty) Ltd Full time

    Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position.Requirements:Must be fluent in German.Shift work required (UK GMT)Monday to Friday: 08h00 – 20h00Saturday & Sunday: 09h00 – 18h00Experience is not necessarily required as training will be provided but this will be a...

  • Contact Centre Sales Expert

    6 days ago

    Cape Town, South Africa Unique Personnel Full time

    **Job Number** - 71808 **Job Type** - Permanent **Job Title** - Contact Centre Sales Expert **Computer Skills** - Sales **Industry** - Call Centre **City** - Cape Town **Province** - Western Cape - Do you have a flair for International Inbound Sales?- Our Company is seeking charismatic Sales Experts to work on an International Inbound Sales Campaign....

  • Ict Manager

    3 days ago

    Cape Town, South Africa Nambiti Technologies Full time

    Western Cape, CPT - CBD - (Market related, Negotiable) Recruitng for a ICT Manager with Contact Center experience. **5+ years of experience in Contact Centre management.** Solid track record of driving complex projects with many stakeholders to success. Customer services experience. Total Quality Management Experience / ISO9001 Experience in Agile...

  • Contact Centre Agent

    2 days ago

    Cape Town, South Africa Fidelity Services Group Full time

    **MAIN PURPOSE OF JOB**: To provide superior service to internal and external customers via all contact channels and all media. **QUALIFICATION & EXPERIENCE**: - Matric - Customer Service experience in a Call Centre environment would be advantageous - Computer literacy essential (MS Word, Excel, Outlook, Listener) **Responsibilities and Duties**: **1....

  • Contact Centre Manager

    2 days ago

    Cape Town, South Africa CapeNature Full time

    CapeNature seeks to employ an experienced and enthusiastic Contact Centre Manager to provide excellent customer service and to promote this idea throughout the organisation. This role requires a solid understanding of customer service with a clear goal to keep the Customer Service Agents running in an efficient and profitable manner, to increase customer...

  • Operations Manager

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionYou will be fully responsible to manage the end to end Operations for our new Retail Client.Your duties will include, but not be limited to the following:• Achieve and exceed all client KPI’s and manage the day to day relationship with the client.• Achieve the Operations Financial Targets• Ensuring you have a happy workforce.• Team...

  • Contact Centre Nqf 2

    1 week ago

    Cape Town, South Africa Isilumko Staffing Full time

    **Contact Centre NQF 2 - Learnership for Individuals with Disabilities (Cape Town)** Our client is looking for individuals to participate in a Contact Centre Learnership. - Qualification: Contact Centre NQF 2 - Potential Start Date: TBC - Location: Cape Town - Stipend: R4000 - R5000 **Position Requirements**: - Matric (Grade 12/National Senior...

  • Operations Manager: Sales Contact Centre

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionRole Purpose This role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in...

  • Call Centre Consultant

    2 days ago

    Cape Town, South Africa Call Centre Staffing Full time

    Western Cape, CPT - Northern Suburbs - R 9 600 Monthly Basic Plus Commission Our client based in the Northern Suburbs is looking for Call centre consultants to start working on the 1st of May 2023. **Requirements**: - 1 year cold calling experience. - 1 year of customer services experience. - Matric - Must be fluent in Afrikaans and English. - Must reside...

  • Inbound Client Contact Centre Administrator

    Found in: Adzuna ZA B C2 - 2 weeks ago

    Cape Town, South Africa Adzuna ZA B C2 Full time

    The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim-related queries and correspondence received.Requirements: Must have a thorough understanding of...

  • Contact Centre Real Time Data Analyst

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Contact Centre Real Time Data Analyst.Requirements: Degree in BSc in Computer Science, Statistics, Data Management or equivalent.1+ years in a real time data analytics, reporting, BI and systems orientated or equivalent role, delivering real time data, insights, reports, and inputs to an operational customer...

  • Contact Centre NQF 2

    Found in: Whatjobs ZA C2 - 5 days ago

    Cape Town, South Africa Isilumko Staffing (JHB) Full time

    Contact Centre NQF 2 - Learnership for Individuals with Disabilities (Cape Town) Our client is looking for individuals to participate in a Contact Centre Learnership. Qualification: Contact Centre NQF 2 Potential Start Date: TBC Location: Cape Town  Stipend: R4000 - R5000 Position Requirements: Matric (Grade 12/National Senior Certificate) MS Office...

  • Contact Centre NQF 2

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Cape Town, South Africa Isilumko Staffing (JHB) Full time

    Contact Centre NQF 2 - Learnership for Individuals with Disabilities (Cape Town)Our client is looking for individuals to participate in a Contact Centre Learnership.Qualification: Contact Centre NQF 2Potential Start Date: TBCLocation: Cape Town Stipend: R4000 - R5000Position Requirements:Matric (Grade 12/National Senior Certificate)MS Office proficient...

  • Executive Director

    3 days ago

    Cape Town, South Africa Centre Recruit Consultants Full time

    Our client based in Rondebosch is looking for a suitably qualified and experienced mature leader to take on the role of Executive Director. The Executive Director will report to the Executive Committee and be responsible for both the operational as well as strategic management of all of the Association’s activities and the role will include, but not be...

  • Client Contact Centre Service Administrator

    Found in: Talent ZA C2 - 2 weeks ago

    Cape Town, South Africa Status Staffing Full time

    Our Client in Claremont is looking to employ a Client Contact Centre Service Administrator with 2 years proven client service/call centre experience to respond to and resolve general/claim related correspondence queriesA recent professional profile photo is to accompany your applicationEMPLOYMENT TYPE   :           PermanentSECTOR         ...

  • Sales Consultant

    6 days ago

    Cape Town, South Africa ooba Full time

    The purpose of the role is to sell ooba's customer value proposition by hooking the prospect into a matching product opportunity and persuade home buyers to partner with ooba to secure their home finance. **Responsibilities**: - Process incoming leads from various channels. - Contact prospective customers to offer ooba’s products and services. - Match...

  • Client Contact Centre Service Administrator

    6 days ago

    Cape Town, South Africa JenRecruitment Full time

    The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service. They also respond to claim related queries and correspondence received. **Job description & duties**: - To be logged onto the...

  • Client Contact Centre Service Administrator

    2 days ago

    Cape Town, South Africa JenRecruitment Full time

    A vacancy exists for an Inbound Client Services Call Centre and Correspondence Administrator in our Client Services Department. The contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience, while maintaining a high standard of customer service....