SNR Operations Manager (Night Shift)

• Develop and implement plans to deliver exceptional results on a campaign-by-campaign basis.
• Handle client interface, deliver on SLA requirements.
• Manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and local.
• Responsible for driving sales and customer service outcomes.
• Focus on providing differentiation in a highly competitive industry by exceeding client expectations.
• Successfully deliver performance standards on outbound campaigns.
• Oversee quality control and other compliance applicable to the global client and local legislation.
• Lead, develop, motivate, operational teams.
• Ensure optimal service delivery through scheduling and continuous process improvement.
• Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets.
• Manage operating budgets.
• 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.
• Work with IT and Infrastructure to ensure optimal operational efficiencies.
• Ensure all infrastructure meets agreed SLA standards.

• 5 plus years managing an outbound sales contact center
• 5 plus years having worked in a BPO
• 5 plus years global client exposure and client relations
• Proven track record in meeting campaign performance standards

CallForce