Director - Bpo/ Call Center Operations Director

2 weeks ago


Durban, South Africa AmbitConnect Full time

**Scope of Role -Key Metrics**
- Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources
- Leadership skills: ability to lead and motivate a team
- Strong and adaptable communication skills with the ability to influence and motivate employees and managers
- Business Analysis: ability to analyse and interpret the metrics
- Financial management; understanding of developing and managing budgets and forecasts; control of expenditure and consequences of deviations; commission structures; financial acumen
- Coaching Skills: ability to deliver constructive feedback
- Relationship Management: ability to balance internal vs external customer requirements
- Adaptability / Resilience with the ability to manage under pressure
- Initiative / creative thinker with a flexible approach to change

**Key Responsibilities**
- Monitor performance against operating rhythm and investigate deviations.
- Review daily service levels, customer experience, quality, and compliance measures.
- Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
- Motivate and manage performance of Snr Operations Managers within the account to ensure delivery of overall targets and business plan.
- Review monthly forecasts and agree targets with Snr Operations Managers ensuring alignment to customer requirements.
- Compile monthly reports with Snr Operations Managers and address areas of improvement
- Engage with client on operational issues and service delivery on a weekly basis.
- Identify and highlight opportunities for service and process improvements
- Analyse and research team metrics to identify areas of excellence and implement across teams.
- Actively engage and coach Snr Operations Managers on operational issues to ensure process optimisation and improvements
- Provide daily direction and communication to Snr Operations Managers on operational performance
- Tactical Client interactions on a daily basis
- Operational portfolio management of the teams
- Develop employee motivation and manage career development
- Fully integrated in key decision processes - especially demand management on governance and steering processes
- Institutes necessary changes due to continuous improvement processes

**Minimum Requirements**
- Tertiary education in Sales / Marketing or equivalent experience
- Sound knowledge of CRM system
- 3-5 years’ experience working at a management level within a Call Centre of a large operation
- 2 years experienced in managing large teams across multiple campaigns preferably within the outsourced call centre environment
- Exposure to a full cycle (1 year) of managing and developing budgets and financial forecasts

**Salary**: R80,000.00 - R160,000.00 per month

Application Question(s):

- Have you worked for an International call centre / BPO company before?
- Have you managed a team of more than 600 employees
- How many years work experience do you have working in the Call centre / BPO Industry?
- How many years have you been in a senior management position within a call centre / BPO

Application Deadline: 2023/02/28



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