Operations Manager BPO

CallForce; Cape Town; Presencial; ZAR 279 000 - 502 200; Tempo integral

Resumo da oferta

A leading telecommunications company in Cape Town is looking for a Contact Centre Manager to lead, mentor, and coach teams to deliver exceptional customer experiences. Responsibilities include managing operational teams, developing performance measures, and achieving SLA requirements. The ideal candidate will have a Matric, relevant qualifications, and 2–4 years of BPO management experience, with excellent communication skills and the ability to motivate a team. This role offers opportunities for dynamic leadership in a competitive industry.

Qualificações

• 2-4 years' experience in a BPO Call Centre Management position is essential.
• Knowledge of and experience in managing strict client SLAs is required.
• High proficiency in English is necessary.

Responsabilidades

• Develop and implement plans to deliver exceptional results.
• Handle client interface and meet SLA requirements.
• Ensure optimal service delivery through scheduling and improvements.

Conhecimentos

Outstanding communication and interpersonal skills

Ability to drive outcomes

Excellent organizational and leadership skills

Problem-solving ability

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

Formação académica

Matric

Certified Call Centre Manager or equivalent qualification

Descrição da oferta de emprego

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 they’re 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:
  • 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 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

Contact [e-mail]