Senior BPO / Project Manager
Our client is an international concern providing global medical assistance and claims handling services to European BPO clients. The company seeks to grow their African HO in the CBD of Cape Town through the appointment of a Senior BPO / Project Manager to oversee all functions and controls of existing and new BPO business implemented.
Minimum Requirements:
- Bachelor’s Degree
- 5 + years’ management experience in a BPO Centre environment
- Experience and knowledge of Customer Service within the Insurance / Medical industry
- Advanced level of English communication skills – both verbal and written
- The ability to speak a second language (Italian / German / Swedish / Danish / French) is highly advantageous
Remuneration: R35 000 basic negotiable + full medical aid + provident fund + 21 days annual leave
Primary Responsibilities:
- Contribute to customer relationship development by building and maintaining constructive relationships with existing and new BPO customers.
- Provide solutions that improve customer experiences.
- Overseeing productivity, quality, and controls to ensure SLAs are kept.
- Ensure that performance meets customer expectations.
- Overseeing the coordination of staff availability and language requirements between the different platforms.
- Participating in onboarding of new customers and operate as the main point of contact for the commercial team at the head office.
- Participate in discussions of contractual and financial matters, and keep an overview and understanding of financial flows and balances of BPO customers.
- Actively participate in business development projects and follow international developments in fields of BPO services and travel claims services.
- Preparation of statistics and presentations for regular Monitoring Board meetings.
- Actively participate in internal automation development projects when required.
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