Operations Manager / Call Center Manager

Believe Resourcing; Sandton; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A global BPO company is seeking an Operations Manager / Call Centre Manager to oversee call centre operations in Johannesburg, South Africa. The ideal candidate should have over 3 years of experience in leading customer service teams and possess excellent English communication skills. This role involves managing client on-boarding, enhancing operational efficiency, and ensuring adherence to company policies. Strong PC skills and project management experience are also desirable. Join us to drive exceptional customer service and operational success.

Qualifications

• 3+ years of experience leading customer care service teams.
• Proven ability to lead call center agents towards growth.
• Strong interpersonal skills and able to work with various personality types.

Responsibilities

• Manage call centre operations in Johannesburg, South Africa.
• Develop efficient, scalable and cost-effective operations.
• On-board new clients together with the sales organization.

Skills

Leadership of customer care service teams

Excellent English communication

Strong PC skills

Negotiation skills

Customer service mindset

Education

Bachelor's degree

Tools

ERP software

CRM

Job description

Job Description

A global leader in the BPO sector offering world‑class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology.

About the role

Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on‑boarding and integration.

Our client is therefore looking for an Operations Manager / Call Centre Manager who will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with CCO in the UK and closely with other internal stakeholders as well as externally with the business unit’s clients.

Responsibilities

• Responsible for a portion of our call centre operations in Johannesburg, South Africa
• Ensure the business unit further develops its operating model and delivers efficient, scalable and cost‑efficient operations
• Work closely together with the sales organisation to on‑board new clients
• Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long‑term budget and staff/capacity planning
• Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth
• Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies
• Manage and oversee overall performance and service level agreement

Requirements

• Have 3+ years working experience of leading customer care service teams
• Proven and successful ability to lead call center agents towards growth
• Excellent English communication (written, verbal, listening, etc.) and interpersonal skills
• Desire to build career in one organisation for the next 3+ years
• Outstanding communication and negotiation skills
• A person of high integrity, honest, straight‑forward and transparent
• A Bachelor’s degree is desirable
• Project management and/or training experience is desirable
• Strong PC, Microsoft Windows (Word/Excel/PowerPoint) and Internet usage skills
• Highly proficient with ERP software and other applicable tools such as CRM
• Good experience in call center platforms

Competencies

• Professional, emotionally mature and ethical
• Strong, proactive, service mindset and customer focused
• Strong interpersonal skills and ability to work well with a broad range of personality styles and types
• High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution
• Excellent planning, organisational skills and prioritisation to meet deadlines and carry out overall business plans
• Passion for customer service!
• Stay calm under pressure!