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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