Senior Operations Manager Bpo

5 days ago

Cape Town, South Africa MCI Careers Full time

POSITION OVERVIEW:
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead, mentor, and develop a team of Operations Managers, Team Leaders, and Customer Service Representatives.
- Set clear goals and performance metrics for the operations team and ensure alignment with overall company objectives.
- Foster a culture of continuous improvement, accountability, and high performance.
- Oversee the execution of day-to-day operations to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met or exceeded.
- Act as the primary point of contact for clients, managing relationships, addressing concerns, and ensuring customer satisfaction.
- Collaborate with clients to understand their needs and provide customized solutions that drive value.
- Continuously analyze and improve processes, workflows, and technology utilization to enhance productivity, efficiency, and quality.
- Implement best practices and standard operating procedures to ensure consistency and scalability.
- Lead the development and execution of strategies that reduce operational costs while maintaining service quality.
- Develop and manage the operational budget, ensuring cost-effectiveness without compromising quality.
- Monitor financial performance, identify areas for cost-saving opportunities, and present financial reports to senior management.
- Collaborate with the finance department to ensure accurate forecasting and billing.
- Track and report on key performance metrics, identifying trends and recommending corrective actions when necessary.
- Conduct regular performance reviews for team members and provide feedback and guidance for career development.
- Implement initiatives to boost employee engagement, reduce attrition, and improve overall team morale.
- Ensure compliance with industry regulations, client requirements, and internal policies.
- Identify and mitigate operational risks, including business continuity planning, data security, and legal compliance.
- Stay updated with changes in the BPO industry and adopt measures to remain competitive and compliant.
- Work closely with the executive team to develop long-term strategies for the BPO unit.
- Identify growth opportunities and contribute to business development initiatives.
- Drive innovation through the adoption of new technologies and process improvements.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Grade 12
- 3+ years of experience as a senior manager in a BPO environment
- Proven track record of managing large teams and delivering results in high-pressure environments
- Strong leadership and people management skills with the ability to inspire and motivate large teams.
- Excellent communication and client management skills; ability to manage relationships with multiple stakeholders.
- Strong analytical and problem-solving skills; ability to make data-driven decisions.
- In-depth understanding of BPO operations, including SLAs, KPIs, process improvement, and workforce management.
- Financial acumen, including budget management, forecasting, and cost control.
- Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
- Familiarity with CRM systems, workforce management tools, and other relevant technologies.
- Six Sigma, Lean, PMP, or other relevant certifications are an advantage.
- High attention to detail and strong organizational skills.
- Ability to thrive in a dynamic, fast-paced, and evolving industry.
- Proactive, solution-oriented mindset.

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

**What You Can Expect from MCI**:
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

- ** Paid Time Off**: Earn PTO and paid holidays to take the time you need.
- ** Incentives & Rewards**: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars
- ** Health Benefits**: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- ** Retirement Savings**: Secure your future with retirement savings programs, where availabl

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