Operations Director

2 months ago


Cape Town, Western Cape, South Africa Telebest Full time
Job Description

Telebest is seeking a highly skilled Operations Manager to lead our BPO operations team. The ideal candidate will have a proven track record in operational delivery, process management, and leadership roles.

Key Responsibilities
  • Develop and execute innovative customer delight programs to enhance the customer experience.
  • Strategically plan and execute operations to achieve business goals and objectives.
  • Exceed BPO metrics consistently and proactively anticipate market conditions.
  • Possess a strategic customer service excellence mindset and leverage excellent persuasion skills to drive business growth.
  • Demonstrate exceptional flexibility and confidence in a fast-paced environment.
Requirements
  • Possess a minimum of 2-3 years of experience in BPO operations, with a strong understanding of call center management and financial sector experience.
  • Demonstrate an in-depth understanding of BPO/contact center operations, competition, and market trends.
  • Showcase a proven track record in operational delivery, process management, change management, and administrative leadership roles.
  • Exhibit familiarity with diverse business functions and operations best practices, including voice, chat, email, back-office, workforce management, training, quality, resourcing, customer service, and sales.
  • Possess advanced proficiency in data analysis, statistical process control, and leading cross-functional teams to deliver exceptional results.

Preferred Qualifications: Lean Six Sigma Green Belt certification and experience with customer service excellence initiatives.


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