Call Centre Manager

About Us:
Quantanite is a challenger in the business process outsourcing (BPO) and customer experience (CX) world. We are focused on building the best possible global team to service the fast-growing internet and VC-backed companies space. Currently we are 1,500 professionals globally with our head office in London.

We’re different from other BPO providers because we care about our clients' business. We listen properly, share ideas, and work in partnership with them. We help our clients strike the right balance between emerging technologies and human talent to achieve instant improvements and sustainable growth in an evolving digital age.

**Our Solutions**:

- Front Office BPO services - multi channel customer service solutions
- Back Office BPO services - providing a highly skilled workforce with industry expertise
- RPA Managed Services - which provide support, maintenance and monitoring to ensure your RPA solution is working efficiently 24/7
- Data labeling and annotation - experts who understand the needs and requirements
- Sales Enablement - customized data, bespoke targeted leads and online research

**Summary**Our shared services centre in Dhaka, Bangladesh is our largest office currently and during the first quarter of 2020, we have set up our second shared service center in Johannesburg, South Africa with primary focus to offer call center/customer service along with other BPO services to prospective customers in our targeted market. Quantanite, SA have already successfully onboarded a number of customers and is expecting strong growth and therefore is looking for Operations Managers with experience in managing multiple call center clients in a BPO setup.

To be a great fit for this role, you should have a passion for providing great service.

**Responsibilities**:
Operations Manager contributes with their skills and competencies in order to help his/her team deliver the specific customer’s needs and to meet the goals set when signing the agreement with the customer. Operations Manager is accountable to ensure team members follow the quality process and to improve the quality of their delivery where needed. Operations Manager is responsible for client communication and onboarding of new clients and team members.
- Responsible for overseeing the services provided by the teams and ensuring smooth operation to the satisfaction of all stakeholders.
- Responsible for creating and maintaining a self-sufficient and proactive team who are well trained, and have sufficient knowledge and support to plan and adapt their delivery to meet customer’s expectation throughout the client’s tenure.
- Responsible for designing and implementing efficient internal and external reporting systems.
- Responsible for monitoring and analysing the current delivery process to check its effectiveness, identify and work on areas of improvement continuously to reach greater customer satisfaction.
- Manage and develop the Call Center agents including creating training for new hires and for their professional growth
- Work closely together with the sales organisation to attract and on-board new clients
- Work closely together with the Call Center Manager to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning

**Requirements**:

- Have 3+ years working experience of leading customer care service teams
- Proven and successful ability to lead call center agents towards growth
- Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
- Desire to build career in one organisation for the next 3+ years
- Outstanding communication and negotiation skills
- A person of high integrity, honest, straight-forward and transparent
- Project management and/or training experience
- Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
- Good experience in call center platforms
- Good knowledge in ERP software and other applicable tools such as CRM
- At least a Bachelor's degree and preferably a Master's or MBA
- Competencies
- Professional, emotionally mature and ethical
- Strong, proactive, service mindset and customer focused
- Strong interpersonal skills and ability to work well with a broad range of personality styles and types
- High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
- Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans
- Passion for customer service
- Stay calm under pressure
- Must be self-motivated and possess the desire for self-development
- Have the ability to work autonomously when required
- Be a team player
- Be dedicated to customer satisfaction and a great customer experience
- Demonstrated experience of successful team mentoring