Vice President - Johannesburg - Dash BPO South Africa (Pty) Ltd

We seek a seasoned professional with BPO experience, preferably from the banking industry. The ideal candidate should possess strong resilience and contribute significantly to business outcomes.

Duties & Responsibilities:

• Ensure seamless support experiences for customers through exceptional service delivery.
• Cultivate trusted relationships with key clients by providing tailored solutions and proactive communication.
• Serve as the primary relationship manager for assigned clients, addressing their concerns and needs promptly.
• Maintain expertise across all functional areas of the team, including sales, collections, and customer care.
• Analyze metrics to identify service issues, determine root causes, and implement necessary changes.
• Collaborate with leaders from other service areas to promote best practices and drive continuous improvement.
• Develop and implement process improvements to enhance client satisfaction and collections experiences.
• Coordinate with other departments to ensure effective fulfillment of responsibilities.
• Foster open communication within the team and with clients, promoting a positive and productive work environment.
• Optimize team efficiency and productivity through effective management and resource allocation.

Knowledge, Skills, and Abilities:

• Proficiency in call center software and metrics, with experience in staffing and scheduling.
• Ability to evaluate individual and team performance, setting goals to enhance efficiency and customer satisfaction.
• Leadership skills in driving departmental and organizational initiatives that align with operational goals.
• Experience in managing teams, with a focus on hiring, training, motivation, and engagement.
• Strong analytical and problem-solving abilities, with excellent organizational skills and prioritization capabilities.
• Ability to build and maintain trust with internal teams and clients, with proficiency in Microsoft Office applications and internet research.
• Experience in management, supervision, and performance management, with a strong track record of leadership and coaching.

Requirements:

This role requires a dynamic and experienced professional who can drive business growth and improve operational efficiency.