Customer Service Operations Manager

MultiChoice Group; Gqeberha; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading media and entertainment group in Gqeberha seeks a BPO Operations Manager to oversee performance and manage teams. The role requires strong leadership, a diploma in operations management, and extensive BPO experience. You will ensure operational goals are met while coaching and developing team leaders. This position offers competitive compensation and the chance to work in a dynamic environment.

Qualifications

• Minimum of 5 – 8 years’ BPO Customer Management experience.
• At least 5 years’ BPO Management experience.
• At least 4 years’ experience in a Team Leader or equivalent role.

Responsibilities

• Lead and manage BPO business unit for operational performance.
• Drive day-to-day BPO operational performance in accordance with Customer Care objectives.
• Coach Team Leaders to enable them to effectively manage their teams.

Skills

BPO Customer Management

Communication Skills

Agile Decision Making

Customer Service Management

Education

Diploma in Business / Operations Management

Degree or NQF Level 7 qualification in Business Management

Job description

The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment. Key areas of operations are:

• Storytelling ranging from content creation, production and aggregation including the best global general entertainment, sport and eminent African content library, delivered to customers
• Pay Television: direct-to-home satellite and digital terrestrial television services;
• SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets, and
• Advertising: providing dynamic media solutions; handling commercial airtime, on-air sponsorships, content integration, and online sales across a variety of 130+ channel brands on linear TV, VOD, social media, and digital platforms.

The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. MultiChoice Group has a successful history of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues primarily through subscription model, with a growing contribution from advertising revenue. Its key objectives are to:

• Expand Pay TV, SVOD subscriber base and Advertising sales
• Focus on investment and technology
• Maintain a local approach
• Provide quality service
• Attract innovative and motivated employees

Join Africa’s most loved storyteller

Purpose of the Position:

To directly lead and manage BPO business unit to ensure that operational performance metrics are met. Managing the

BPO for the call center to ensure they they deliver on strategy and operational goals.

Key Performance Objectives

Operations Management

• Drive day-to-day BPO operational performance in accordance with Customer Care objectives.
• Manage BPO service levels and ensure that planned schedules are adhered to.
• Implement operational practices as defined by the Customer Care strategy.
• Assume accountability for successful ongoing daily BPO operational performance.
• Resolve day-to-day BPO operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with Workforce Planning to ensure that adequate advance planning is done so that customer contact demand is met.
• Review BPO operational performance on a daily basis and implement actions to address gaps.
• Work with agility to overcome operational problems that arise in-the-moment.
• Ensure that Team Leaders are fully equipped to manage the day-to-day operation.
• Ensure that relevant MI, Monitoring Systems, and reports are in place and that Team Leaders are utilizing these to manage operational performance.
• Support Team Leaders on shift to manage their teams effectively and to drive efficient and effective operational performance.
• Take overall responsibility of shift management within the operation.
• Provide relevant shift management reports as set out by line manager.
• Ensure that coaching time is planned by Workforce Planning for all Team Leaders.
• Review monthly shift schedules by Workforce Planning and ensure that rosters are fair & consistent – escalating & resolving on behalf of Team Leaders as required.

People Management

• Serve through inspirational & motivational leadership of Team Leaders & CSRs.
• Operationalize the Customer Care strategic plan for the Team Leaders & CSRs.
• Coach Team Leaders to enable them to effectively manage their teams.
• Ensure that Team Leaders are coaching their CSRs according to coaching targets.
• Review the effectiveness of Team Leader meetings & coaching sessions with CSRs.
• Reward & recognize Team Leaders for their contribution to the success of the division.
• Host quarterly engagements with CSRs & Team Leaders to provide business updates and get their input on how to improve the Customer Care operation.
• Own & Resolve escalated people issues within own department.
• Manage misconduct, performance & all ER-related matters of Team Leaders & CSRs.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Manage Change as required by the change management process.
• Communicate expectations and business updates to Team Leaders on a regular basis.
• Ensure that Team Leaders communicate effectively to CSRs according to requirements

• Recruitment & Retention
• Recruit talented & skilled people to support the Customer Care deliverables.
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.
• Identify, manage, and develop talent.

Training and Development

• Ensure that skill & knowledge gaps are regularly assessed.
• Ensure that skill & knowledge gaps are addressed through training & coaching.
• Ensure that training is planned with WFM to prevent service interruption.
• Ensure adequate attendance of planned training.
• Continually up-skill staff through effective mentoring, coaching, and performance improvement practices.
• Create and implement individual personal development plans at all levels of staff.
• Monitor the implementation of training needs as per individual development plans.
• Equip all staff to be able to support all technical requirements of MultiChoice products.
• Equip all staff to have competent customer conversations around DStv content.
• Regularly enable training for the operational team on customer service standards.
• Ensure that Team Leaders are trained and equipped to perform effectively.
• Coach Team Leaders at regular intervals to enable their development as leaders.
• Create & maintain a documented succession plan in all teams and for own role.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Manage the Customer Care Career Progression program as outlined.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all staff.

Qualifications Essential

• Diploma in Business / Operations management

Qualification Preferred

• A Degree or NQF Level 7 qualification in Business Management

Experience

• A minimum of 5 – 8 years’ BPO Customer Management experience
• At least 5 years’ BPO Management experience
• At least 4 years’ experience in a Team Leader or equivalent role
• At least 2 years’ experience in an BPO Operations Manager or equivalent role
• Project Management experience
• Excellent Communication Skills (both verbal and written)
• Agile Decision Making
• Customer Service Management