Operations Manager

5 days ago


Johannesburg, Gauteng, South Africa Strategic Personnel Full time

Job Summary:

Strategic Personnel is seeking an experienced and results-driven Operations Manager to lead our Outbound Sales Call Centre team. As a key member of our leadership team, you will be responsible for implementing divisional strategy, policies, and procedures to achieve revenue targets, quality, and compliance.

Key Responsibilities:

  • Meet and exceed stipulated financial targets as they pertain to campaigns under management;
  • Meet and exceed primary sales key performance metrics across a balanced scorecard encompassing people, process, financial, and stakeholder metrics;
  • Management of joint business objectives in tandem with Quality, Compliance, HR, Information Technology, and Client stakeholders across agreed, defined service levels;
  • Optimize divisional operational productivity outputs as per agreed campaign performance remediation plans;
  • Meet operational expenditure relative to agreed budgets;
  • Tactical accountability for the daily management of the Outbound Sales call centre through the effective use of resources;
  • Capability to oversee and manage the Call Centre, resource recruitment, and performance management;
  • Ensure systems and strategies implemented support the Sales targets and required standards.

Requirements:

  • Bachelor's degree with 10 years of experience in the outbound call centre sales environment and minimum 5 years in a leadership role;
  • Experience working for a Business Process Outsourcing (BPO) company, managing 100+ agents, across industries such as Banking, Cellular, VAS, and Insurance;
  • Strong leadership and management skills, with the ability to develop and implement innovative solutions to drive business growth and improvement.

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