Operations Manager - Gauteng, Randburg - Randburg
HumanKind
Title: Operations Manager - International Call Center Outsourcing Overview:Dynamic Operations Manager with expertise in leadership, reporting analytics, and fostering a vibrant workplace culture. managing multiple call centers for international clients. Key Responsibilities: Qualifications: Bachelor's degree in Business Administration or related field. Proven track record in call center management and leadership. Strong analytical skills and proficiency in reporting tools. Ability to create a fun and engaging workplace culture. Key Responsibilities: Leadership and Team Management: Lead a diverse team of call center agents, supervisors, and support staff. Foster a positive and energetic work environment that encourages collaboration and innovation. Provide guidance, coaching, and mentorship to team members to enhance performance and career growth. Operational Excellence: Oversee day-to-day operations of multiple call centers, ensuring adherence to service level agreements (SLAs) and quality standards. Develop and implement efficient processes and workflows to optimize productivity and performance. Conduct regular performance evaluations and implement corrective actions as necessary to meet KPIs and targets. Reporting Analytics: Utilize advanced analytics tools to track and analyze key performance metrics. Generate insightful reports and actionable insights to drive informed decision-making and process improvements. Implement data-driven strategies to enhance operational efficiency and customer satisfaction. Client Relationship Management: Serve as the primary point of contact for international clients, building strong relationships based on trust and transparency. Collaborate with clients to understand their business objectives and tailor outsourcing solutions to meet their needs. Proactively address client concerns and identify opportunities for service enhancements and upselling. Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies in call center operations. Lead continuous improvement initiatives to streamline processes, enhance service delivery, and drive cost efficiencies. Encourage a culture of innovation and creativity, empowering team members to contribute ideas for improvement Desired Skills: Leadership Analytic Operations management Management Desired Qualification Level: Degree About The Employer: We partner with amazing brands to deliver really awesome outsource outcomes which scale. ? We spent decades making outsourcing decisions whilst running sales and service functions, before launching our own tech forward and ethical BPO in South Africa.
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