BPO Operations Manager - Gauteng, Johannesburg - Johannesburg
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General Manager - BPO Operations The organisation is seeking to appoint a dynamic and experienced General Manager to lead their Call Centre Operations. The successful candidate will be responsible for managing large-scale call centre activities, particularly during peak seasons when rapidly [URL Removed] organisation has years of experience serving international clients across multiple time zones, notably in the US. Key Responsibilities: Lead and oversee day-to-day operations, ensuring the effective management of a call centre with a large number of employees (500 ). Develop and implement strategic plans to navigate and optimize operations during peak seasons, managing client expectations proactively. Collaborate with cross-functional teams, including HR, to seamlessly execute recruitment, training, and facility requirements. Formulate and enforce operational policies and procedures to enhance overall efficiency. Provide leadership and guidance to senior managers (4-8) and stakeholders (4-8). Proactively identify and provide solutions to issues such as profit decline, employee conflicts, and potential loss of business to competitors. Prepare regular reports to the business on operational and financial performance. Evaluate and improve operations and financial performance through strategic planning and execution. Maintain budgets, optimize expenses, and ensure cost-effectiveness. Utilize strong analytical ability to drive data-driven decision-making [URL Removed] and Experience: Proven experience in senior management roles, specifically in managing large call centres Demonstrated success in navigating peak seasons and rapidly scaling operations. Hands-on leadership style, maturity, and effective communication skills. Extensive background in the BPO industry with a comprehensive understanding of facility management, technology & IT requirements, and operational intricacies. Strong analytical ability with a track record of implementing data-driven solutions. Bachelor's degree in business administration, Management, or a related field. Additional certifications in Operations Management or a relevant discipline would be advantageous. Work Type & Remuneration: Monday-Friday US Hours Responsibility (to be discussed) Primarily Facility Based (Cresta) Negotiable Desired Skills: business process outsourcing Operations Management Call Centre Desired Work Experience: More than 10 years Desired Qualification Level: Diploma About The Employer: BPO Organisation with years of experience serving international clients across multiple time zones, notably in the US.
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