Senior Bpo Manager

2 weeks ago

Cape Town, South Africa Merand Corbett & Associates Full time

Our client requires a Senior BPO Manager who is passionate about delivering exceptional customer service, and has a strong background in the insurance industry.

In this role, you will oversee all functions and controls for existing and new BPO business implementations, focusing on fostering positive relationships with key customers and driving business development.

**Main Responsibilities**:

- **Customer Communication**: Build and maintain constructive relationships with existing and new BPO customers, contributing to customer relationship development.
- **Solution-Oriented Approach**: Provide solutions that enhance customer experience while ensuring internal efficiency.
- **Quality Assurance**: Oversee productivity, quality, and controls to ensure SLAs are met, ensuring maximum customer satisfaction.
- **Staff Coordination**: Coordinate staff availability and language requirements across different platforms.
- **New Customer Onboarding**: Participate in onboarding new customers and serve as the main point of contact for the commercial team.
- **Business Development**: Promote and sell BPO services to new customers, maximizing sales opportunities.

**Daily Responsibilities**:

- Respond promptly to customer inquiries regarding service, products, and account information.
- Maintain high standards of grammar and communication skills to deliver exceptional customer service.
- Coordinate and participate in strategic meetings with clients and internal management.
- Monitor financial flows and balances of BPO customers.
- Actively participate in business development projects and stay updated on international developments in BPO services.

**Requirements**:

- Bachelor’s Degree or Certificate of Higher Education.
- At least 5 years' relevant work experience ( in BPO center management).
- Customer centric with strong problem-solving skills.
- Proficient in Microsoft Office tools.
- English speaking (English home language/ bilingual, or highly advanced in English)
- Proficiency in a second language is advantageous.
- Ability to work in a multi-lingual and multi-cultural environment.
- *Only shortlisted applicants will be contacted*_

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