Operations Manager - BPO Call Centre Industry

Recruiter:

ABC Worldwide

Job Ref:

CPT001422/CB

Date posted:

Wednesday, February 9, 2022

Location:

Capetown, South Africa

Salary:

R28k

SUMMARY:
Our client is a company who aims to bridge the gap between digital expectations and real outcomes for South African companies with Digital Intelligence. They seek to employ a Senior Operations Manager at their Call Centre offices in the CBD of Cape Town.

JOB DESCRIPTION:

Performance parameters

Acquiring expertise on different document types (ID/DL/Passport/Visa…etc.) for more than 200 countries
To check and verify customers’ credentials and feed them correctly in database
To identify and highlight fraudulent/fake/forged documents
To meet Service Level Agreement, AHT and quality targets
To report any bug or issue in CRM
Participate in ideation workshop and share improvement ideas
Adaptable to learn new document type, process, concept and skills
Ensure adherence to process guidelines as per agreed quality standard on all SOPs
Ensure that the assigned targets are achieved as per agreed SLA
Ensure adherence to Company Policies and Procedures
Should be flexible to work in a 24/7 environment
Employee Satisfaction, people development and morale
Process performance – as per KSFs over the month
Attrition within target levels
Improvement in quality and productivity
Customer Satisfaction
Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility

Manage teams and ensure quality and productivity targets are met
Develop strategies on the floor for reducing attrition and improving employee satisfaction
Documented monthly performance review of Assistant Managers
Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
Mentor Agents and TLs for their growth and development
Drive reward and recognition activity on the floor
Drive process improvement activity on the floor using Process Excellence methodology
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 regular basis to review progress
Ensure compliance with internal policies and procedures, external regulations and information security standards

Competencies & Skills

Prior Back Office Experience
People management and leadership skills
Capability to conduct an appraisal discussion
Capability to communicate with large teams
Appreciation of the domain needs of the process and its key drivers
Reasonable level of business perspective regarding the internal functioning of a BPO
Good client facing skills

Values & Behaviour

Output driven mindset, determined, resilient, perseverant and persistent
Customer Service Orientation
Quality Orientation
People & performance oriented

Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Work Experience Requirements

Overall 5 years of work experience in Business Process Off-shoring
Should have at least 3 years of supervisory experience in insurance business, preferably in the UK

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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Operations Manager - BPO Call Centre Industry

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