Operations Director

2 months ago

Johannesburg, Gauteng, South Africa ABC Worldwide Full time
{"title": "Operations Manager - International BPO", "content": "Job Purpose

As a key member of the ABC Worldwide team, you will be responsible for the day-to-day operational management of our Inbound Sales & Service Contact Centre. Your primary focus will be on managing and coaching multi-skilled Contact Centre teams via the Sales & Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client's sales and service strategy and risk appetite.

The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.

Key Accountabilities & Deliverables
  • Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client's strategy and risk appetite
  • Manage and support the delivery of the Contact Centre's operational service strategy
  • Lead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
  • Provide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
  • Effectively manage and develop the performance, talent and future capability of all direct reports and wider team
  • Accountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetite
  • Operate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trends
  • Drive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
  • Work with the Business to deliver new products, changes or initiatives impacting Customer Service
  • Ensure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
  • Designing and delivering reward and incentive schemes aligned to fair customer outcomes
  • Ownership of first line operational risks and controls
  • Develop strong working relationships with key internal and external stakeholders, to achieve business objectives
Person Specification
  • Proven leader and relationship manager across teams and in a matrix management organisation
  • Detailed understanding and experience of Contact Centre Management
  • Strong relationship & stakeholder management skills at a Senior Manager and Executive level
  • Project management skills in complex multi-functional projects
  • Strong influencing, negotiating & networking skills
  • Excellent management and interpersonal skills
  • Ability to think strategically but translate this into deliverable plans which drive the business forward
  • Prepared to challenge and to manage conflict, at all levels
  • Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
  • Strong awareness and understanding of Conduct Risk
"}

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