Senior Operations Lead

2 weeks ago


Cape Town, Western Cape, South Africa Telebest Full time

Telebest Operations Manager Job Description

Key Responsibilities

  • Develop, implement, and manage customer delight programs to enhance the overall customer experience.
  • Strategically plan and execute operations to achieve organizational goals and objectives.
  • Consistently exceed BPO metrics.
  • Anticipate market trends, introducing innovative approaches to stay ahead of the industry.
  • Possess a customer service excellence mindset, leveraging persuasion skills to drive business growth.
  • Demonstrate flexibility and confidence in a fast-paced environment.
  • Manage operational delivery, process management, change management, and administrative leadership roles.
  • Exhibit knowledge of diverse business functions and operations best practices, encompassing voice, chat, email, back-office, workforce management, training, quality, resourcing, customer service, and sales.
  • Possess advanced proficiency in data analysis, statistical process control, and leading cross-functional teams.
  • Assume responsibility for a wide range of operations and P&L responsibilities, skillfully multitasking across multiple business operations.
  • Conduct comprehensive and effective business reviews, facilitating informed decision-making.

Requirements

  • Possess a minimum of 2-3 years of experience in BPO operations, showcasing expertise in call center management.
  • Possess financial sector experience.
  • Demonstrate an in-depth understanding of BPO/contact center operations, competition, and market trends.
  • Preferred certification as a Lean Six Sigma Green Belt.

About Telebest

Telebest is a leading company in the industry, committed to delivering exceptional customer experiences.



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