Lead Operations Strategist

1 week ago


Cape Town, Western Cape, South Africa CallForce Full time

Lead Operations Strategist (Night Shift)

Are you prepared to embrace a pivotal leadership position within a rapidly expanding BPO enterprise? CallForce is in search of a dynamic individual to manage various initiatives aimed at clients primarily located in America and Australia. Success in this role hinges on delivering exceptional outcomes and distinguishing ourselves in a highly competitive sector.

Key Responsibilities

  • Formulate and implement strategies to guarantee outstanding results for each initiative.
  • Oversee client relationships and consistently fulfill SLA obligations.
  • Promote excellence in sales and customer service.
  • Emphasize differentiating our offerings in a challenging marketplace.
  • Achieve and surpass performance benchmarks for outbound initiatives.
  • Ensure adherence to quality standards and regulatory requirements.
  • Guide, train, and inspire operational teams.
  • Enhance service delivery through efficient scheduling and process improvements.
  • Examine data to uncover trends and suggest enhancements for boosting sales, service, and quality performance.
  • Effectively manage operational budgets.
  • Establish reward and recognition programs.
  • Support resource planning and recruitment efforts.
  • Continuously assess and refine internal systems and procedures.
  • Collaborate with IT and Infrastructure teams to improve operational efficiency.
  • Ensure infrastructure aligns with SLA commitments.

Qualifications

  • At least 5 years of experience in overseeing outbound sales contact centers.
  • A minimum of 5 years in the BPO sector.
  • At least 5 years of experience working with international clients and managing client relations.
  • Proven track record of achieving campaign performance objectives.

Compensation: Competitive and commensurate with experience



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