BPO Operations Manager at Black Pen Recruitment

About:

As an Operations Manager you will be responsible for the overall direction, coordination, quality, and productivity for the Virtual Customer Service (CS) team – South Africa. If you are a dynamic, hands-on, strategic individual that would love to be part of a company at the forefront the eCommerce industry- then this is for you!

Job Type: Work from home position

Fantastic Salary + Benefits

Benefits:

• Medical Aid (R1500 company contribution)
• Provident Fund (7.5% of base salary)
• Yearly loyalty bonus
• Fast growth opportunities

Requirements:

Basic Qualification

• BA/BS degree (NQF Level 7) or higher and/or 5 years middle management experience or 7 years’ experience at senior management level managing a complex business operation within BPO environment
• 5+ year’s successful experience in Operations Management with demonstrated progressively increased responsibility
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
• Advanced knowledge of Excel, strong presentation skills
• Ability to motivate and inspire large groups of people are a must
• Project Management experience
• People management of large teams (at least up to 100+ indirect reports and 4+ direct reports with another company)
• Reliable internet connectivity (Fibre) with 10 Mbps up and down speeds at home office and a home-office set-up

Preferred Qualification

• MBA
• Knowledge of Six Sigma/Lean Processes
• Direct experience in Contact Centre Operations (Technical Customer Service Support)
• Ability and desire to relocate to take advantage of future growth opportunities
• Must we willing to work in a shifted environment
• Flexibility in terms of your work schedule

Responsibilities:

People Management

• Lead and manage a team of 100 Customer Service Associates: responsible for the overall direction and performance of the team
• Carry out supervisory responsibilities in accordance with company’s policies and procedures
• Additional responsibilities include: interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees and effective conflict resolution
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
• Manage the career growth and development of the leadership team by driving focus on company’s leadership principles
• Building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

Project Management

• Solving complex customer service issues and proactively heading off negative service trends
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
• Developing and achieving performance goals and objectives to achieve customer promise expectations
• Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
• Participates on business leadership meetings
• Develops and drives strategies and programs which improve the competitive position and profitability of the organization
• Drives creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives