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Business Operations Manager

1 week ago

Cape Town, Western Cape, South Africa IGT Solutions Full time

At IGT Solutions, we are looking for a seasoned Business Operations Manager to lead our Contact Centre services environment. The successful candidate will be responsible for the overall leadership of our BPO operations, providing strategic and tactical operational direction to the team in order to achieve desired business goals and ensure customer delight through close interaction with our leadership.

Key Responsibilities:
  • Proven experience in operational process management, change management, and administrative leadership roles
  • In-depth knowledge of diverse business functions and operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales etc.)
  • Provide additional support for achieving key performance and productivity goals
  • Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams is a must