Bpo Manager

6 days ago

Cape Town, South Africa Jai Search Consultancy Full time

**PURPOSE OF THE JOB**:
The main purpose of this position is to oversee all function and controls for existing and new BPO business implemented.

**MAIN RESPONSIBILITIES**:
Key Responsibilities:

- Communication with customers, contribute to customer relationship development by building, maintaining constructive relationships with existing and new BPO customers.
- Provide solutions that improve customer experience whilst internal EC arrangements are kept efficient.
- Overseeing productivity, quality, and controls to ensure SLAs are kept.
- Ensure that performance meets customer expectations and assure maximum customer satisfaction.
- Overseeing the coordination of staff availability and language requirements between the different platforms.
- Participating in oboarding of new customers and operate as the main point of contact for the commercial team at our head office.
- Participate in discussion of contractual and financial matters.
- Promote and sell the EC concept to new customers and maximize sales and opportunities.
- Ongoingly maintain and improve knowledge of customer needs, industry, markets, and products.

Daily responsibilities:

- Responding to customer requests and questions regarding service, products, and account information.
- Maintaining a quick response rate with highest standards, high levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence.
- Establish and maintain effective working relationships with our QA department, supervisors, and customers.
- Coordinate and participate in strategic meetings individually with clients or together with EC management.
- Keep an overview and understanding of financial flows and balances of BPO customers.
- Actively participate in business development projects and follow international developments in fields of BPO services and travel claims services.
- Actively participate in internal automation development projects when required.
- Transferring needs of customers in full accordance with the BPO platform and processes.
- Proposing and implementation of long-term targets in BPO operations, coming from the customers’ expectation, cultural specifics, and previous history of joint cooperation.
- Preparation statistics and presentations for regular Monitoring Boards with the customers
- Tasks defined by Disaster/Contingency Plan and Business Recovery Plan, incl. coordination and arrangement of telcos with customers; active guidance and support for supervisors in managing the situation.
- Position may require international travel.

**POSITION PROFILE**:
Education / knowledge and experience:

- Bachelor’s Degree or Certificate of Higher Education
- At least 5 years of previous experience in BPO centres management, preferably in the insurance industry
- Customer Service oriented, Solution oriented
- Full computer literacy in Microsoft office tools

Language and personal skills:

- Native, bilingual, or high advanced English
- **German as second language is advantageous.**
- Be able to operate in a multi-lingual and multi-cultural environment; current teams are English, Italian, German, Danish, Swedish etc. Clients are global.

Salary/Benefits:

- R50,000 - R55,000 Gross
- Full medical aid - paid by company.
- Retirement Annuity benefit - contributions paid by company

**Location**:

- Cape Town

**Job Types**: Full-time, Permanent

**Salary**: R50 000,00 - R55 000,00 per month

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