Bilingual Customer Support & Service Delivery Lead

Progressive Technology; South Africa; A distancia; ZAR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Progressive Technology in Cape Town is seeking an Operations Manager/BPO Service Delivery Manager to lead and motivate a team, ensuring high-quality customer experiences. You will coach staff, resolve escalations, and drive performance to meet client goals in a fast-paced contact center environment.

The role emphasizes people development, managing training on new information, and maintaining a positive work atmosphere while meeting service standards and client requests.

Formación

• Experience leading and mentoring teams.
• Ability to coordinate training on new information.
• Strong time management and organizational skills.

Responsabilidades

• Improve customer satisfaction score, service level goals, and quality metrics.
• Coach associates to achieve company and client goals and address issues.
• Manage multiple ongoing tasks and monitor attendance and performance.

Conocimientos

Leadership

Coaching

Mentoring

People management

Training coordination

Educación

Bachelor's degree or equivalent in business/operations

Descripción del empleo

Progressive Technology in Cape Town is seeking an Operations Manager/BPO Service Delivery Manager to lead and motivate a team, ensuring high-quality customer experiences. You will coach staff, resolve escalations, and drive performance to meet client goals in a fast-paced contact center environment.

The role emphasizes people development, managing training on new information, and maintaining a positive work atmosphere while meeting service standards and client requests.