Creating purposeful careers as we build the future of contact centre solutions
Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.
Duties and responsibilities:
- Lead, develop, motivate operational teams.
- Manage the Contact Centre workforce and supervisory team.
- Ensure optimal service delivery through scheduling and continuous process improvement.
- Coordinate training on new or revised information relating to services, products, or processes of projects.
- Develop rewards and recognition incentives/programs.
- Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales, and quality targets.
- Continually review internal systems, procedures, and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.
- Ensure all customer questions and complaints are resolved in a timely manner.
- Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance.
- Handle employee related issues, monitoring attendance, punctuality, and leave.
- Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets and KPAs.
- Set up and manage performance measures.
- Deliver daily, weekly, and monthly reports.
- Effective client interface, able to effectively deliver on stringent SLAs.
Education and Experience:
- Matric.
- Min 3-5 years contact centre operations management experience.
- Experience in BPO a strong advantage.
- Proven track record in meeting and exceeding deliverables.
Key Competencies and Skills:
- Stress tolerance.
- Effective time management.
Skills
Active Listening, Coaching, Communication, Customer Service, Delegation, Leadership, Negotiation, Organization, Solving Problems, Time Management.
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