Senior Operations Manager BPO

2 weeks ago

Cape Town, Western Cape, South Africa MCI Full time
Job Title: Senior Operations Manager BPO

We are seeking an experienced Senior Operations Manager to oversee the daily operations of our BPO unit, ensuring service delivery, performance, and operational excellence.

Key Responsibilities:
  • Lead and develop a team of Operations Managers, Team Leaders, and Customer Service Representatives.
  • Set clear goals and performance metrics for the operations team and ensure alignment with overall company objectives.
  • Foster a culture of continuous improvement, accountability, and high performance.
  • Oversee the execution of day-to-day operations to ensure SLAs and KPIs are met or exceeded.
  • Act as the primary point of contact for clients, managing relationships, addressing concerns, and ensuring customer satisfaction.
  • Collaborate with clients to understand their needs and provide customized solutions that drive value.
  • Continuously analyze and improve processes, workflows, and technology utilization to enhance productivity, efficiency, and quality.
  • Implement best practices and standard operating procedures to ensure consistency and scalability.
  • Lead the development and execution of strategies that reduce operational costs while maintaining service quality.
  • Develop and manage the operational budget, ensuring cost-effectiveness without compromising quality.
  • Monitor financial performance, identify areas for cost-saving opportunities, and present financial reports to senior management.
  • Collaborate with the finance department to ensure accurate forecasting and billing.
  • Track and report on key performance metrics, identifying trends and recommending corrective actions when necessary.
  • Conduct regular performance reviews for team members and provide feedback and guidance for career development.
  • Implement initiatives to boost employee engagement, reduce attrition, and improve overall team morale.
  • Ensure compliance with industry regulations, client requirements, and internal policies.
  • Identify and mitigate operational risks, including business continuity planning, data security, and legal compliance.
  • Stay updated with changes in the BPO industry and adopt measures to remain competitive and compliant.
  • Work closely with the executive team to develop long-term strategies for the BPO unit.
  • Identify growth opportunities and contribute to business development initiatives.
  • Drive innovation through the adoption of new technologies and process improvements.
Requirements:
  • Grade 12
  • 3+ years of experience as a senior manager in a BPO environment
  • Proven track record of managing large teams and delivering results in high-pressure environments
  • Strong leadership and people management skills with the ability to inspire and motivate large teams.
  • Excellent communication and client management skills; ability to manage relationships with multiple stakeholders.
  • Strong analytical and problem-solving skills; ability to make data-driven decisions.
  • In-depth understanding of BPO operations, including SLAs, KPIs, process improvement, and workforce management.
  • Financial acumen, including budget management, forecasting, and cost control.
  • Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
  • Familiarity with CRM systems, workforce management tools, and other relevant technologies.
  • Six Sigma, Lean, PMP, or other relevant certifications are an advantage.
  • High attention to detail and strong organizational skills.
  • Ability to thrive in a dynamic, fast-paced, and evolving industry.
  • Proactive, solution-oriented mindset.
What We Offer:

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

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