Remote Bilingual Customer Support Executive (Hindi/English)

Progressive Technology; South Africa; Remote; ZAR 600.000 - 900.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Leadership

Coaching

Mentoring

People management

Training coordination

Ausbildung

Bachelor's degree or equivalent in business/operations

Jobbeschreibung

Operations Manager BPO

Job Description

Operations Manager - Cape Town
As an Operations Manager / Service Delivery Manager working in Cape Town, you'll be a part of bringing humanity to business. #experienceTTEC
What You’ll be Doing
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you’ll support and motivate your team to make sure they’re on track to meet client goals. You’ll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You’re an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
We’re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.
During a Typical Day, You’ll
- Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
- Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
- Bring your time management and organizational skills to manage multiple, complex, on‑going tasks and projects while monitoring absence and attendance of your team
What You Bring