Operations Manager – International BPO - Central Johannesburg
JOB PURPOSE Responsible for the day to day operational management of our Inbound Sales & Service Contact Centre. Managing and coaching multi-skilled Contact Centre teams via the Sales & Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite. The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement. ACCOUNTABILTIES & DELIVERABLES Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetiteManage and support the delivery of the Contact Centre’s operational service strategyLead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journeyProvide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potentialEffectively manage and develop the performance, talent and future capability of all direct reports and wider teamAccountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetiteOperate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trendsDrive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measuresWork with the Business to deliver new products, changes or initiatives impacting Customer ServiceEnsure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and trainingDesigning and delivering reward and incentive schemes aligned to fair customer outcomesOwnership of first line operational risks and controlsDevelop strong working relationships with key internal and external stakeholders, to achieve business objectives PERSON SPECIFICIATION Proven leader and relationship manager across teams and in a matrix management organisationDetailed understanding and experience of Contact Centre ManagementStrong relationship & stakeholder management skills at a Senior Manager and Executive levelProject management skills in complex multi-functional projectsStrong influencing, negotiating & networking skillsExcellent management and interpersonal skillsAbility to think strategically but translate this into deliverable plans which https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS85NjY5MDM1MDM/c291cmNlPWd1bXRyZWU&jid1163880&xid966903503
Apply Now
Facebook
WhatsappRelated Jobs
Manager Services JHB - Central - South Africa
Mindworx Consulting
...
Agile Programme / Project Manager (JB4302) - Central Johannesburg
FreeRecruit
...
Senior Manager: Finance and Shared Services (GIA) - South Africa
Mindworx Consulting
...
Senior Project Manager IT/Business (JB4285) - Central Johannesburg
FreeRecruit
...
Manager: International Logistics - South Africa
Recru-IT
...