Operations Manager BPO

• Develop and implement plans to successfully deliver exceptional results
• Handle client interface, deliver on SLA requirements
• Focus on providing differentiation in a highly competitive industry by exceeding client

• Continuously promote a performance-driven culture and always work towards reaching for amazing results
• Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
• Achieve financial and non-financial targets.
• Improve the key success metrics associated with goals including:

• Lead, develop, motivate, operational teams
• Manage the Contact Centre workforce. motivate and manage supervisory team
• Ensure optimal service delivery through scheduling and continuous process

• Coordinate training on new or revised information relating to services, products or

• 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 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.
• 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
• Understand customers’ needs and identify solutions that meet the requirements of the customer

• Matric
• Certified Call Centre Manager or equivalent qualification, a distinct advantage
• 2-4 years’ experience in a BPO Call Centre Management position
• Knowledge of and experience in managing to strict client SLAs
• Ability to motivate and manage supervisory team
• Solid understanding of reporting and budgeting procedures
• Solutions focused - ability to think outside the box
• High Proficiency in English

• Outstanding communication and interpersonal skills
• Ability to drive outcomes
• Excellent organizational and leadership skills with a problem-solving ability
• Self-confidence and leadership qualities
• The ability to establish rapport with people at all levels
• Excellent knowledge of management methods and techniques
• Advanced troubleshooting and disaster recovery experience
• Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing.

CallForce