Remote Sales Operations Lead | Data-Driven Fmcg Efficiency

Placements24; South Africa; À distance; ZAR 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Performance bonus opportunities

Wellness benefits

Healthcare benefits

Résumé du poste

TTEC in Cape Town is seeking an Operations Manager / Service Delivery Manager to lead and mentor a call center team, ensuring high-quality customer experiences and meeting client goals.

You’ll coach, resolve escalations, manage performance metrics, and foster a positive work environment while coordinating training on processes and tools.

Qualifications

• Significant call center management or equivalent experience.
• Proven ability to mentor and coach teams to meet metrics.
• Strong focus on delivering quality customer experience.

Responsabilités

• Lead, mentor and coach the team to meet client goals.
• Answer associate questions and customer escalations while ensuring quality.
• Improve key metrics: CSAT, service levels, and quality goals.
• Provide training on services, products or processes and manage attendance.

Connaissances

Call center management

Leadership

Mentoring

Data reporting

Customer focus

Description du poste

Operations Manager BPO

Remote TTEC

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 to the Role

• Significant Call center management or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes. a great compensation package and performance bonus opportunities, benefits you’d expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

About TTEC