Group Call Centre Operations Manager BPO at CallForce

Job description

CallForce is seeking a Contact Centre Operations Manager with a proven track record in managing Contact Centre operations to strict client SLAs with a preference for experience in managing outsourced Business Process Outsourcing (BPO) projects.

Job Purpose:

Plan and implement contact centre strategies and operations to deliver on client SLAs for BPO projects, optimise systems and processes; manage IT, infrastructure and HR functions.

Manage various BPO projects both inbound and outbound including sourcing equipment, effective resource planning and implementing call centre strategies and operations.

Job Function:

• Determine contact centre operational strategies by conducting:
• Needs assessments
• Performance reviews
• Capacity planning
• Cost / benefit analyses
• Establishing and maintaining technical specifications
• Managing production, productivity, quality, and customer-service standards
• Contributing information and analysis to organizational strategic plans and reviews.
• Maintain and improve contact centre operations by:
• Monitoring system performance
• Identifying and resolving problems
• Preparing and completing action plans
• Assisting system and process improvement
• Reporting
• Accomplish contact centre human resource objectives by overseeing:
• Recruitment and selection
• Induction and orientation
• Training
• Overseeing scheduling
• Communicating job requirements
• Enforcing policies and procedures
• Managing disciplinary processes
• Staff retention

Meet contact centre financial objectives by:

• Estimating requirements
• Adhering to budget
• Scheduling expenditures
• Analyzing variances
• Initiating corrective actions
• Prepare contact centre performance reports by:
• Collecting; collating; analysing and summarizing data and trends
• Reporting to management

Maintain facility and equipment by:

• Ensuring optimal functioning of ICT infrastructure
• Evaluating and implementing upgrades where required
• Ensuring that all contact centre agents obey the rules of the premises
• Alerting management to any maintenance issues
• Alerting company to any damage to the property and computer hardware

Salary: Industry related, commensurate with experience

Requirements

• Matric
• Certified Call Centre Manager or equivalent qualification, a distinct advantage
• 3-5 years’ experience in a Call Centre Management position
• Knowledge of and experience in managing to a strict client SLA
• Ability to motivate and manage supervisory team
• Proficient in call centre ICT - infrastructure, hardware, software programs, awareness of industry’s latest technology trends and applications
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Solutions focused - ability to think outside the box
• High Proficiency in English
• Able to travel Nationally

Skills

• Outstanding communication and interpersonal skills
• 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
• High Proficiency in English
• Able to travel Nationally