Senior Call Centre Manager - Cape Town City Centre
odwyer
A leading Global BPO business seeks to employ a Call Centre Operations Manager to drive the overall performance and manage a team with a headcount of up to 350 advisors supporting international clients within a Sales and Service function. With stunning, state of the art offices in the City Centre, this company places a high value on their people and their development. Duties Include: Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. Documented monthly performance review of Agents and Assistant Managers. Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL Drive reward and recognition activity on the floor. Get participation and create enthusiasm. Drive process improvement activity on the floor using process excellence methodology. Span of Control: 50 people. (Except low end simple processes) Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process. Review Performance of the KPIs on a near term basis and develop plans for improvement in performance. Stay in touch with the Client at the Process Owner level on a daily basis to review progress. Ensure compliance with internal policies and procedures, external regulations and information security standards. Skills Required: Minimum 8 years of work experience in Business Process Off-shoring. Should have at least four year of supervisory experience in international Voice business, preferably in UK client domain and Insurance industry. Please submit CVs to lameezodwyerpersonnel.co.za or cvodwyerpersonnel.co.za.
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