SNR Operations Manager (Night Shift)

CallForce • Other • Cape Town, Western Cape, South Africa • $200 - $300 / year • 1d ago

Creating purposeful careers as we build the future of contact centre solutions

CallForce is seeking a dynamic individual to provide leadership over multiple campaigns in a rapidly growing BPO operation. You will be responsible for driving sales and managing operations in our outbound campaigns for our global clients, mainly in America and Australia. You are required to deliver exceptional results, providing differentiation in a highly competitive sector.

Key Areas of Responsibility

Develop and implement plans to deliver exceptional results on a campaign-by-campaign basis.
Manage client expectations and deliverables through consistent engagement with key stakeholders, globally and locally.
Responsible for driving sales and customer service outcomes.
Focus on providing differentiation in a highly competitive industry by exceeding client expectations.
Successfully deliver performance standards on outbound campaigns.
Oversee quality control and other compliance applicable to the global client and local legislation.
Lead, develop, and motivate operational teams.
Ensure optimal service delivery through scheduling and continuous process improvement.
Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets.
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.
Work with IT and Infrastructure to ensure optimal operational efficiencies.
Ensure all infrastructure meets agreed SLA standards.

Requirements