Operations Manager- BG PAYGE at Capita

About the job
Manages the daily operation of a large or multiple Call Centers to meet goals for service, sales, productivity and quality of work.

Job Title

Operations Manager- BG PAYGE

Job Description

• Contribute towards the development of customer service strategies, policies and procedures.
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality.
• Develop and implement operating plans in line with customer service strategies, policies and procedures.
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
• Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.
• Manage the operational relationship and SLA
• Manage performance of staff according to best practice including:
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly
• Ensure skill and knowledge gaps are identified
• Ensure training and development plans exist and are followed
• Develop career paths
• Motivate and lead the team
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented.
• Manage Customer Service activities in line with agreed performance measures and operating budgets.

CAPITA VALUES

• Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Minimum Qualification: Matric (Completed)

Minimum Experience

• 1-2 years Operations Manager experience
• BPO experience - Not essential
• Leadership experience or exposure

Knowledge (what Must I Know)

• Knowledge of Contact Centre processes, methodologies, systems, and technologies
• Knowledge of Carphone Campaign
• PC user knowledge

Skills and Abilities (what must I be able to do / display):

• Strong communication skills
• Strong prioritisation skills
• Excellent Team Player
• Management/Supervisory Responsibility

This position has a management responsibility.