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.

Similar jobs you might be interested in:

Operations Manager - Cape Town
Location: Cape Town
Salary: R33 000 Monthly
Role PurposeThe operations manager will be responsible for overseeing the efficient daily operations of a portfolio of buildings within a designated cluster. The role includes full accountability for facilities management, building maintenance, tenant coordination, budgeting, vendor performance, and compliance with statutory requirements.This position is ideal for a proactive, hands-on individual ...
2 days ago

Operations Manager/Coordinator
Location: Capetown
Salary: Salary: R18,000.00
operations manager/Coordinator
2 days ago

Food & Beverage Operations Manager
Location: Stellenbosch
Salary: Monthly
Wine Estate close to Stellenbosch / Brackenfell area is looking for an ambitious and hardworking Food & Beverage operations manager. In this position, you will take the lead in the daily management of the food and beverage function. This includes facility management, maintaining superior customer service levels and satisfaction, health and safety management, stock management, resource pla...
8 days ago

Food and Beverage Operations Manager
Location: Stellenbosch
Salary: 40000
A well-known wine farm and hotel is looking for a FOOD AND BEVERAGE operations manager
8 days ago

F&B Operations Manager
Location: Stellenbosch
Salary: MR Monthly
Our hospitality client is a destination Wine Farm with a European twist. Wedding and Corporate events. Culinary, educational and outdoor experiences for the whole family.
9 days ago

Operations Manager
Location: Cape Town
Salary:
operations manager (Western Cape)A permanent opportunity is available for an experienced operations manager within a dynamic outsourced staffing and supply chain environment. The role involves full operational oversight including manpower planning, client engagement, performance benchmarking, financial management, and compliance auditing.The ideal candidate will have 5+ years’ experience in ...
11 days ago

Collections Operations Manager
Location: Woodstock
Salary:
16 days ago

Operations Manager
Location: Cape Town
Salary:
A leading road logistics company is seeking an experienced operations manager to oversee and optimize its logistics operations in Cape Town. The ideal candidate will have a proven track record in fleet management, route planning, compliance, and team leadership within the logistics industry.
21 days ago

Procurement and Operations Manager
Location: Capetown
Salary: Negotiable
least 3 years in procurement/operations management, contract management, and project management
11 days ago

Operations Manager
Location: Capetown
Salary: R20,000 per month + Commission
operations manager
24 days ago

Operations Manager - BPO Call Centre Industry

Similar jobs you might be interested in:

Create a free job alert for Operations Manager - BPO Call Centre Industry in Capetown

Jobseekers

Recruiter

General