BPO Divisional Manager

4 days ago

Johannesburg, Gauteng, South Africa Energy at Work Projects Full time

About Energy at Work Projects

We are a leading provider of business process outsourcing (BPO) services, dedicated to delivering exceptional results for our clients. Our team of experts is passionate about driving operational excellence and client satisfaction.

Job Summary

We are seeking an experienced BPO Divisional Manager to lead our BPO division and drive strategic growth. As a key member of our leadership team, you will be responsible for developing and executing the overall operational strategy for the BPO division, aligned with the company's goals and objectives.

Key Responsibilities

  • BPO Operations Management
    • Develop and execute the overall operational strategy for the BPO division, aligned with the company's goals and objectives.
    • Lead, mentor, and manage a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets.
    • Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.
    • Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations.
  • Sales Drive and Management
    • Lead and deliver complex client engagements that help identify, design, and implement creative business solutions for the company and its clients.
    • Develop and implement a strategic sales plan to drive revenue growth and achieve sales targets for the BPO division.
    • Identify and pursue new business opportunities, build and maintain a robust sales pipeline, and convert prospects into long-term clients.
  • Qualifications and Skills
    • Bachelor's degree in business administration, operations management, or a related field. MBA or equivalent advanced degree is preferred.
    • Knowledge of the FAIS regulated sector or related industry.
    • Must have onboarded and implemented multiple different campaigns.
    • Extensive knowledge of contact centre environments and BPO services in this space.
    • Extensive knowledge of project-based services.
    • Proven track record of success in senior leadership roles within the BPO industry, with at least 5 years of experience in a similar role.
    • In-depth knowledge of BPO operations, industry trends, and best practices, with a strong focus on driving operational excellence and client satisfaction.
    • Exceptional strategic thinking and problem-solving skills, with the ability to make data-driven decisions and drive business growth.
    • Strong leadership and team management abilities, with a track record of building and motivating high-performing teams.
    • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with clients, stakeholders, and internal teams.
    • Analytical mindset and proficiency in analyzing data, generating reports, and utilizing performance metrics to drive continuous improvement.
    • Proven experience in driving process improvements, implementing automation, and leveraging technology to optimize BPO operations.
    • Strong financial acumen and budget management skills.

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