Gauteng, Gauteng•Remote
Permanent, Full-time
The Call Centre (BPO) Manager oversees operational activities of the Department. Their duties include managing the day to day of the department to ensure the department makes a profit. The manager will also need to hire and train new employees as well as oversee the quality assurance of all employees.
The Call Centre (BPO) manager will also meet regularly with customers to ensure they are happy and we are meeting their expectations. In addition to this the operations manager will take the lead with onboarding all new customers in the department.
Key Responsibility Areas
- Ensuring all operations are carried on in an appropriate, cost-effective way
- Trend analysis for improved efficiency
- Improving operational management systems, processes and best practices
- Customer acquisition and retention
Job Duties and Responsibilities
- Effective communication of departmental and organizational Vision, Mission, Targets and KPIs
- Interact with clients demonstrating engaged leadership and detail orientation
- Lead, motivate, and support a large team within a time-sensitive and demanding environment
- Career development plans for all direct reports and problem resolution
- Manage budgets and call volume forecasts
- Analyzing data and identifying trends within the department; liaising with higher management to identify opportunities for improvement
- Responsible for upward and downward communication both internally and as required to the client
- Partner with cross-functional teams to improve proprietary tools and systems
- Track staffing requirements, hiring new employees as needed
- Other duties as assigned
Job Requirements
- 3-5 years experience managing a call centre
- Experience managing staffing levels to get the most productivity
- Knowledge of organizational effectiveness and operations management
- Experience budgeting and forecasting
- Critical thinking and problem solving skills
- Communication skills
- Leadership ability
- Outstanding organizational skills
- Attention to detail
Compensation
- Competitive benefits
- Work from home with flexibility in your schedule
Job Types: Full-time, Permanent
