Senior Contact Centre Operations & Quality Lead

Teleperformance; Cape Town; On-site; ZAR 800 000 - 1 000 000; Full time

Job summary

A global customer service provider in Cape Town seeks a Senior Manager to oversee contact centre operations. The role involves ensuring quality standards, managing performance of teams, and enhancing client relationships. Ideal candidates should have managerial experience, strong Excel skills, and a background in Business Process Off-shoring. This position offers a dynamic work environment in a fast-paced setting.

Qualifications

• Previous Mid/Senior Managerial experience is essential.
• Minimum 5 years of work experience in Business Process Off-shoring.
• Minimum 3 years’ Contact Centre Management experience in international Voice/Email/Chat/Tech Support.

Responsibilities

• Analyse and maintain all Service Level agreements.
• Select, train, develop, and manage performance of direct reports.
• Manage and review operational reports.

Skills

Strong Excel skills

Excellent command of the English language

Strong motivational skills

Excellent communication skills

Ability to troubleshoot and solve problems through data analysis

Education

Bachelor’s degree or equivalent experience in a call centre or business-related field

Matric/Equivalent

Job description

A global customer service provider in Cape Town seeks a Senior Manager to oversee contact centre operations. The role involves ensuring quality standards, managing performance of teams, and enhancing client relationships. Ideal candidates should have managerial experience, strong Excel skills, and a background in Business Process Off-shoring. This position offers a dynamic work environment in a fast-paced setting.