Job Description
About the Role
CallForce is seeking a dynamic individual to provide leadership over multiple campaigns in our rapidly growing BPO operation. As an SNR Operations Manager (Night Shift), you will be responsible for driving sales and managing operations in our outbound campaigns, serving global clients mainly from America and Australia.
Key Responsibilities
- Develop and implement plans to deliver exceptional results on a campaign-by-campaign basis.
- Handle client interface, deliver on SLA requirements.
- Manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and local.
- Responsible for driving sales and customer service outcomes.
- Focus on providing differentiation in a highly competitive industry by exceeding client expectations.
- Successfully deliver performance standards on outbound campaigns.
- Oversee quality control and other compliance applicable to the global client and local legislation.
- Lead, develop, motivate, operational teams.
- Ensure optimal service delivery through scheduling and continuous process improvement.
- Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets.
- Manage operating budgets.
- Develop rewards and recognition incentives/programs.
- Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
- Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.
- Work with IT and Infrastructure to ensure optimal operational efficiencies.
- Ensure all infrastructure meets agreed SLA standards.
Requirements
- 5 plus years managing an outbound sales contact center.
- 5 plus years having worked in a BPO.
- 5 plus years global client exposure and client relations.
- Proven track record in meeting campaign performance standards.
Qualifications
- Bachelor’s degree or equivalent.
Salary & Benefits
Market and Experience related.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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