Dutch Language Operations Manager
2 weeks ago
Company Overview:
Black Pen Recruitment is a leading global digital business services provider, recognized for its vast scale and local presence that enable impactful contributions to communities, clients, and the environment.
About the Job:
We are seeking an experienced Dutch Speaking Team Leader to join our team in Cape Town. As a key member of our operations team, you will be responsible for directly managing and developing a team to efficiently and effectively achieve business and campaign objectives.
Responsibilities:
- Evaluate daily/weekly/monthly performance reports to identify any agents with performance issues and track progress
- Conduct daily meetings with the team to review actual results versus goals and identify agent outliers
- Establish priorities for the day and review the execution of process-level plans
- Hold real-time meetings throughout the day to make adjustments based on performance trends
- Facilitate agent development while maintaining the '80/20' rule
- Identify and nurture strengths and weaknesses among team members
- Maintain high standards of quality and ensure key performance indicators are consistently met and exceeded
- Develop agents through talent management, monthly 1-2-1's, quarterly reviews, and personal development plans
Requirements:
To succeed in this role, you will need:
- A strong background in leadership and customer service
- Proven experience in BPO, preferably with a focus on Dutch-speaking markets
- Excellent communication and interpersonal skills
- Ability to work under pressure and maintain high performance in ambiguous situations
- Strong analytical thinking and problem-solving skills
- Experience in writing documentation and standard operating procedures
- Demonstrable proficiency in Microsoft Office, including Excel, SharePoint, Word, and PowerPoint
Salary: R850,000 - R950,000 per annum (dependent on experience)
Location: Cape Town
Work Type: Full-time/Permanent
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