Cape Town: Operations Manager BPO posted by CallForce

Work with a well-established telecommunications brand to lead, mentor and coach contact Centre Teams to create and deliver amazing customer experiences. Support and motivate your team to ensure theyre on track to meet client goals.

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:

o Customer Satisfaction Score
o Service Level Goals
o 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

Skills
Outstanding communication and interpersonal skills
Ability to drive outcomes
Excellent organizational and leadership skills with a problem-solving ability
Self-confidence and leadership qualities
The ability to establish rapport with people at all levels
Excellent knowledge of management methods and techniques
Advanced troubleshooting and disaster recovery experience
Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing.

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