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Strategic Operations Manager BPO

2 months ago

Cape Town, Western Cape, South Africa CallForce Full time

Job Overview

As a key member of our leadership team, the Strategic Operations Manager BPO will be responsible for leading and mentoring contact centre teams to deliver exceptional customer experiences. The ideal candidate will have a proven track record of successfully managing to strict client SLAs and driving business growth.

Key Responsibilities

  • Develop and implement plans to deliver exceptional results
  • Lead client interface and ensure SLA requirements are met
  • Focus on providing differentiation in a competitive industry by exceeding client expectations
  • Continuously promote a performance-driven culture and drive amazing results
  • Ensure reporting and informational needs are met and management is informed of daily activities and significant problems
  • Achieve financial and non-financial targets

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

Skills

  • Outstanding communication and interpersonal skills
  • Ability to drive outcomes
  • Excellent organizational and leadership skills with a problem-solving ability