| Date | 2024-09-16 |
|---|---|
| Job Title | Operation Manager/Tl Manager/ Deputy Operation Manager Supervisor – Call Centre |
| Employer | ABC Worldwide More Information |
| Salary | 40000 |
| Category | Professions |
| Location |
Western Cape / Cape Town |
Job Summary
I m looking an Operation Manager to manage Operations in a Call centre environment
Basic Function
Performance Parameters
Employee Satisfaction, people development and morale. ( 25%)
Attrition within target levels. (25%)
Improvement in quality and productivity. (20%)
Process performance as per KPIs over the month. (20%)
Customer Satisfaction. (10%)
Essential Functions
Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
Documented monthly performance review of Agents and Assistant Managers and Lead Assistant Managers.
Executive quarterly and annual appraisals of Agents and Assistant Managers and Lead Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AMs
Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies & Skills
- Strong people management and leadership skills.
- Capability to conduct an appraisal discussion and assess different levels of performance and potential.
- Capability to communicate with large teams.
- Process Excellence Methodology.
- Appreciation of the domain needs of the process and its key drivers.
- Reasonable level of business perspective regarding the internal functioning of BPO.
- Good networking capability and Client facing skills.
Values & Behaviour
Customer Service orientation.
Quality Orientation.
People oriented.
Competency Factors
1 Leadership: Role Modeling, Team Building, Inspiration to subordinates, responsibility for outcomes, deals with multiple issues, innovative thinker, and displays confidence.
2 Initiative, Judgment, Drive and Innovation: The ability & Interest to suggest and develop new ideas, Enthusiastic to overcome hurdles,.
3 Analytical, Decision Making and Convincing ability: Strategic Vision, Adaptability, Business understanding, Logical thinking, evaluating and gathering information scientifically, ability to persuade and convince Internal and External customers using reasoning and logic.
4 Management Style: Motivator, Consultive approach, delegating tasks without losing accountability.
Role Structure
1 Operation Manager – 2 Lead Assistant Manager (Deputy Operation Manager) – 3 Assistant Manager (TL/ Team Manager) – 4 Call Advisors/ Trainers/ QAs
Requirements
Matric
No Criminal record
No bad credit
Open to working US hours
If you are keen on this role
Send me CV along with your current salary, salary expectation and notice period
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Cape Town: Operation Manager/Tl Manager/ Deputy Operation Manager Supervisor – Call Centre posted by ABC Worldwide
I m looking an Operation Manager to manage Operations in a Call centre environment Basic FunctionPerformance Parameters Employee Satisfaction, people development and morale. ( 25%) Attrition within target levels. (25%) Improvement in quality and productivi
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Operation Manager/Tl Manager/ Deputy Operation Manager Supervisor – Call Centre
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