Creating purposeful careers as we build the future of contact centre solutionsProvide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.Duties and responsibilities:Lead, develop, motivate operational teams.Manage the Contact Centre workforce and supervisory team.Ensure optimal service delivery through scheduling and continuous process improvement.Coordinate training on new or revised information relating to services, products, or processes of projects.Develop rewards and recognition incentives/programs.Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales, and quality targets.Continually review internal systems, procedures, and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.Ensure all customer questions and complaints are resolved in a timely manner.Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance.Handle employee related issues, monitoring attendance, punctuality, and leave.Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets and KPAs.Set up and manage performance measures.Deliver daily, weekly, and monthly reports.Effective client interface, able to effectively deliver on stringent SLAs.Education and Experience:Matric.Min 3-5 years contact centre operations management experience.Experience in BPO a strong advantage.Proven track record in meeting and exceeding deliverables.Key Competencies and Skills:Stress tolerance.Effective time management.SkillsActive Listening, Coaching, Communication, Customer Service, Delegation, Leadership, Negotiation, Organization, Solving Problems, Time Management.
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