Operations Manager BPO

2 weeks ago

Cape Town, Western Cape, South Africa CallForce Full time
{"title": "Operations Manager BPO", "content": "Job Summary

At CallForce, we are seeking an experienced Operations Manager BPO to lead our contact centre teams in delivering exceptional customer experiences. As a key member of our leadership team, you will be responsible for developing and implementing plans to successfully deliver results, handling client interface, and focusing on providing differentiation in a highly competitive industry.

Key Responsibilities
  • Develop and implement plans to successfully deliver exceptional results
  • Handle client interface, deliver on SLA requirements
  • Focus on providing differentiation in a highly competitive industry by exceeding client expectations
  • Continuously promote a performance-driven culture and always work towards reaching for amazing results
  • Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
  • Achieve financial and non-financial targets
  • Improve the key success metrics associated with goals including: Customer Satisfaction Score, Service Level Goals, Quality Goals
  • Lead, develop, motivate, operational teams
  • Manage the Contact Centre workforce. motivate and manage supervisory team
  • Ensure optimal service delivery through scheduling and continuous process improvement
  • Coordinate training on new or revised information relating to services, products or processes of projects
  • Ensure all customer questions and complaints are resolved in a timely manner
  • Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance
  • Handle employee related issues. Monitoring attendance, punctuality and leave
  • Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs
  • Set up and manage performance measures
  • Deliver daily, weekly and monthly reports
  • Manage operating budgets
  • Develop rewards and recognition incentives/programs
  • Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets
  • Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes
  • Work with IT and Infrastructure to ensure optimal operational efficiencies
  • Understand customers' needs and identify solutions that meet the requirements of the customer
Requirements
  • Matric
  • Certified Call Centre Manager or equivalent qualification, a distinct advantage
  • 2-4 years' experience in a BPO Call Centre Management position
  • Knowledge of and experience in managing to strict client SLAs
  • Ability to motivate and manage supervisory team
  • Solid understanding of reporting and budgeting procedures
  • Solutions focused - ability to think outside the box
  • High Proficiency in English
Skills
  • Outstanding communication and interpersonal skills
  • Ability to drive outcomes
  • Excellent organizational and leadership skills with a problem-solving ability
  • Self-confidence and leadership qualities
  • The ability to establish rapport with people at all levels
  • Excellent knowledge of management methods and techniques
  • Advanced troubleshooting and disaster recovery experience
  • Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing
", "lang_code": "en-US"}

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