Vice President

1 week ago

Johannesburg, South Africa Adzuna ZA B C2 Full time

We are currently seeking a Vice President of Operations with BPO experience, ideally with a background in the banking industry, who possesses a strong sense of resilience and contributes significantly to business outcomes.

Duties & Responsibilities:

  • Ensure seamless support experiences for Customer Care, Sales, and Collections clients, resulting in superior satisfaction ratings.
  • Cultivate deep, trusted relationships with key clients served by the team.
  • Serve as the primary relationship manager for clients supported by your team.
  • Develop expertise across all functional areas of the team.
  • Address client concerns promptly to maintain high satisfaction levels.
  • Identify and mitigate risks for at-risk clients by allocating appropriate resources.
  • Analyze metrics from various sources to identify service issues, determine root causes, and implement necessary changes.
  • Interpret metrics to address daily staffing challenges and plan for long-term staffing needs.
  • Monitor queues across functions daily to ensure compliance with SLAs.
  • Collaborate with leaders from other service areas to identify and promote best practices.
  • Implement regular process improvements to enhance client service and collections experiences.
  • Coordinate with other departments to fulfill responsibilities effectively.
  • Provide leadership across the multi-function team, fostering open communication internally and with clients.
  • Motivate the team to deliver outstanding cultural and operational performance.
  • Optimize team efficiency and productivity through effective management.
  • Collaborate with subject matter experts (SMEs) to ensure training needs are met and processes and controls are up to date.
  • Develop team members and facilitate career progression across service disciplines.
  • Effectively manage and develop functional team managers, supervisors, leads, and seniors.
  • Partner with Quality and Training teams to ensure consistent service expectations.

Knowledge, Skills, and Abilities:

To excel in this role, the individual should possess the following skills and abilities:

  • Proficiency in call center software and metrics.
  • Experience in staffing and scheduling to ensure adequate call center coverage.
  • Ability to evaluate individual and team performance and implement goals to enhance efficiency and customer satisfaction.
  • Capability to quickly and strategically address fluctuations in call center volume.
  • Leadership in driving departmental and organizational initiatives that align with call center operational goals.
  • Experience as a trusted escalation point for clients, understanding when to advocate on behalf of clients and the call center team.
  • Proficiency in analyzing and presenting reports to senior management.
  • Collaborative hiring, training, motivation, and engagement of teams.
  • Strong communication skills, both verbal and written, including public speaking.
  • Analytical and problem-solving abilities.
  • Excellent organizational skills and prioritization capabilities.
  • Adaptability in managing changing priorities in a fast-paced environment.
  • Ability to build and maintain trust with internal teams and clients.
  • Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and internet research.
  • Experience in management, supervision, and performance management.
  • Strong motivational and coaching skills.

If you meet these qualifications and are interested in joining our dynamic team, please reach out to discuss further.

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