Call Center Operations Manager

2 months ago

Cape Town, South Africa 1-grid Full time

**Job Purpose**

Developing objectives for the call centre's day-to-day activities. Conducting effective resource planning to maximize the productivity of resources (people, technology etc.) Collecting and analysing call center statistics (sales rates, costs, customer service metrics etc.)

Managing staff, processes, technology, and strategies to optimize and contribute to the financial performance, support operational direction and meet business goals.

**Duties and Responsibilities**
- People management - inspire and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance, direct management and development.
- Create a cohesive team through leading, and encouraging them to resolve issues, accomplish goals and influence their career mobility.
- Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.
- The continuous identification and implementation proactive solutions through interaction with the wider team.
- Support the introduction of new business, by ensuring operational elements are in place and the team is positioned for new bids and services.
- Responsibility and accountability for the operational performance by implementing KPIs across departments and ensuring that departments consistently meet and exceed targets of all required metrics and Key Performance Indicators.
- Responsibility to create an environment in which employees feel valued, are engaged and contribute to the team by sharing news ways of solutioning, contributing to innovation.
- Provide guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
- Participate in cross functional meetings to review information received from operational support functions - quality, and tech and to define action plans that resolve issues and drive continuous improvement for our clients.
- To over-see the forecasting, planning and real time delivery of our manpower and provide specific detailed needs to recruitment and development.
- Continuous scrutiny of systems to drive efficiency, keeping abreast of trends and ensuring we are keeping in step with automation, identify and develop current systems for customer interaction and voice response and control the implementation process.
- Manage and improve performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Develop monthly, quarterly and annual call center goals and action plans.

**Experience and Qualifications**
- Business or Operations Management related qualification ore equivalent
- A minimum of 4 years call center management specifically leading a team ideally within a tech environment.
- Experience and management of key metrics.
- Good understanding of quality, project management and customer experience management models and systems.

**Behavioural Competencies**
- Continuously promote a performance-driven culture
- Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks.
- Consistently mentor and inspire others.
- Customer focused mindset
- Understanding, interpreting, and analysing data for reporting
- You'll have good process and change management experience to aid your delivery of business needs and changing client requirements.
- Strong people and client leadership and communication and stakeholder management.
- Agile and resilient to changing client and operational needs.
- Proven solution orientation within a technical environment relating to process and procedure.

In with the POPIA the usage of your personal data and sensitive personal data will be used for the following purposes, communicate with you regarding positions you have applied for, assess your skills, qualifications and suitability as well as obtain references and background checks when necessary.

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