Bpo Call Centre Manager

Are you a dynamic and experienced leader in the BPO industry? Are you passionate about driving operational excellence and delivering exceptional customer service? If so, we have an exciting opportunity for you

iContact is a leading customer service BPO provider serving international markets, bringing with a proven pedigree in the multiple sectors we serve.

We build our solutions around our client’s bespoke needs, delivering a professional outsourced customer service solution built upon the partnership approach to all that we do for our clients.

As a high-performance team, iContact brings cost-effective, quality solutions backed by leading edge technology and human engagements.

Key Responsibilities:

- Oversee and manage the overall operations of the BPO division, ensuring smooth and efficient service delivery to clients.
- Develop and implement strategies to optimize operational performance, increase productivity, and achieve key performance indicators (KPIs) and service level agreements (SLAs).
- Lead and mentor a team of managers and supervisors, fostering a high-performance culture and providing guidance for professional development.
- Collaborate with clients to understand their business requirements, provide strategic insights, and ensure alignment between client expectations and operational capabilities.
- Drive continuous improvement initiatives, identify process inefficiencies, and implement effective solutions to enhance operational efficiency and customer satisfaction.
- Monitor industry trends, stay updated with technological advancements, and recommend innovative solutions to enhance service offerings and maintain a competitive edge.

Qualifications and Skills:

- Bachelor's degree in business administration, Management, or a related field. Master's degree preferred.
- Proven experience in a senior leadership role within the BPO industry, with a track record of successfully managing large-scale operations and delivering exceptional results.
- Strong knowledge of BPO processes, technologies, and industry best practices.
- Excellent leadership and people management skills, with the ability to motivate and inspire teams.
- Exceptional problem-solving and decision-making abilities, with a strategic mindset.
- Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, stakeholders, and team members.
- Strong business acumen and financial management skills.

**Salary**: R720,000.00 - R1,080,000.00 per year

Ability to commute/relocate:

- Cresta, Gauteng: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have over 10 years' experience in the call centre industry?

**Experience**:

- over 2 years BPO (preferred)

Shift availability:

- Night Shift (required)

Application Deadline: 2023/06/25