Market Research Call Centre Manager

2 weeks ago

Johannesburg, South Africa Tailormade Solution Full time

Our client is part of a global company that has 89 offices around the world. It is the third largest market research company globally and offers a range of exciting solutions to its clients. Ipsos offers excellent opportunities for growth and development.
They have an Operations Team of over 300 professionals (including the Call-Centre that accounts for ~ 250 people). We are looking for an experienced outbound Market Research Call Centre Manager (a large and critical part of the business).
- Manage the daily Operational activities of the Call - Centre relating to research projects with CX, PA and telecoms to name a few.
- We provide our clients with the best quality data to make informed business decisions whilst constantly seeking ways to improve efficiency and profitability.
- Play an integral role in the planning and development of procedures and systems to improve operations productivity and profitability project by project.
- Stimulate the team’s performance, attract new talent while retraining existing talent, and provide and be a coach, motivator, and mentor.
- Responsible for the management of the overall P&L performance of the business unit.
- Experience in managing suppliers and SLAs.

**Knowledge and Skills**

**Education**:

- School: Matric ( a degree would be preferable)

**Experience**:

- Three to five years of outbound call centre management.
- Experience in supervising and delivering projects - owning the process from project inception to project delivery.
- Thorough understanding of the key performance metrics associated with running research projects in a call centre.
- Manage all training and team activities in order to improve the team skill set.
- Track record of good problem-solving skills.
- Knowledge of IBM SPSS Data Collection Dimensions would be considered an advantage.
- Ability to work under pressure and meet aggressive deadlines.
- Ability to plan and manage timelines.
- Strong Financial Acumen
- Experience managing a Call Centre within the Market Research Sector is essential
- Good communication skills, written and verbal.
- Ability to build strong links with other departments of the business.
- Be proactive and self-motivated.
- Excellent team player.

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