Operations Manager (Contact Centre Manager)

Job Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications and Experience

• Previous Mid/ Senior Managerial experience (Essential)
• Previous US working experience
• Sales Through Service background is essential
• Strong Excel skills
• Lean six Sigma background advantageous
• Bachelor’s degree or equivalent experience in a call centre or business-related field
• Training Background (Preferred)
• Minimum 5 years of work experience in Business Process Off-shoring.
• Minimum 3 years’ Contact Centre Management experience in international Voice/Email/Chat/Tech Support business
• Proven experience in management of a contact centre
• Experience in KPI Management
• Matric/ Equivalent

Main Responsibilities (but not limited to)

• Analyse and maintain all Service Level agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
• Create and maximize the relationship with The Client.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements.
• Attend business reviews with the Client.
• Effectively manage a team of team leaders.

Competencies & Skills Required

• Solid understanding of how Quality can influence achievement of business objectives
• Have an excellent command of the English language
• Strong motivational skills to develop people’s attitudes and skills
• Excellent communication skills to impart knowledge and information
• Committed, enthusiastic, positive and resilient
• Able to cope in a high-pressure environment
• Comfortable with adapting to fast paced change
• Ability to troubleshoot and solve problems through data analysis