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  • Posted: Jun 29, 2017
    Deadline: Not specified
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    CallForce has developed a sound reputation for providing outsourced people solutions that allow our clients to enjoy a number of operational and financial benefits. We combine our HR expertise with the knowledge of our client's enviroment to design, implement and manage outsourced people solutions, resulting in improved business performance for our cl...
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    Group Call Centre Operations Manager BPO

    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

    Method of Application

    Interested and qualified? Go to CallForce on www.linkedin.com to apply

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