Cape Town: Operations Manager BPO posted by CallForce

About the Role

We are seeking an experienced Operations Manager to lead our Contact Centre Team in delivering exceptional customer experiences for a well-established telecommunications brand. As a key member of our management team, you will be responsible for mentoring and coaching your team to achieve outstanding results, while driving performance and excellence in all aspects of the business.

Key Responsibilities

• Develop and implement plans to successfully deliver exceptional results
• Handle client interface, deliver on SLA requirements
• Focus on providing differentiation in a highly competitive industry by exceeding client expectations
• Continuously promote a performance-driven culture and always work towards reaching for amazing results
• Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
• Achieve financial and non-financial targets
• Improve the key success metrics associated with goals including:
• Customer Satisfaction Score
• Service Level Goals
• Quality Goals
• Lead, develop, motivate, operational teams
• Manage the Contact Centre workforce. Motivate and manage supervisory team
• Ensure optimal service delivery through scheduling and continuous process improvement
• Coordinate training on new or revised information relating to services, products or processes of projects
• Ensure all customer questions and complaints are resolved in a timely manner
• Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance
• Handle employee related issues. Monitoring attendance, punctuality and leave
• Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs
• Set up and manage performance measures
• Deliver daily, weekly and monthly reports
• 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
• Understand customers needs and identify solutions that meet the requirements of the customer

Requirements

Matric

Certified Call Centre Manager or equivalent qualification, a distinct advantage

2-4 years experience in a BPO Call Centre Management position

Knowledge of and experience in managing to strict client SLAs

Ability to motivate and manage supervisory team

Solid understanding of reporting and budgeting procedures

Solutions focused – ability to think outside the box

High Proficiency in English

Qualifications

No qualifications mentioned.

Salary & Benefits

Salary details not specified.