About the position
Title: Operations Manager - International Call Center Outsourcing
Overview:Dynamic Operations Manager with expertise in leadership, reporting analytics, and fostering a vibrant workplace culture. managing multiple call centers for international clients.
Key Responsibilities:
Qualifications:
- Bachelor's degree in Business Administration or related field.
- Proven track record in call center management and leadership.
- Strong analytical skills and proficiency in reporting tools.
- Ability to create a fun and engaging workplace culture.
Key Responsibilities:
- Leadership and Team Management:
- Lead a diverse team of call center agents, supervisors, and support staff.
- Foster a positive and energetic work environment that encourages collaboration and innovation.
- Provide guidance, coaching, and mentorship to team members to enhance performance and career growth.
- Operational Excellence:
- Oversee day-to-day operations of multiple call centers, ensuring adherence to service level agreements (SLAs) and quality standards.
- Develop and implement efficient processes and workflows to optimize productivity and performance.
- Conduct regular performance evaluations and implement corrective actions as necessary to meet KPIs and targets.
- Reporting Analytics:
- Utilize advanced analytics tools to track and analyze key performance metrics.
- Generate insightful reports and actionable insights to drive informed decision-making and process improvements.
- Implement data-driven strategies to enhance operational efficiency and customer satisfaction.
- Client Relationship Management:
- Serve as the primary point of contact for international clients, building strong relationships based on trust and transparency.
- Collaborate with clients to understand their business objectives and tailor outsourcing solutions to meet their needs.
- Proactively address client concerns and identify opportunities for service enhancements and upselling.
- Continuous Improvement:
- Stay abreast of industry trends, best practices, and emerging technologies in call center operations.
- Lead continuous improvement initiatives to streamline processes, enhance service delivery, and drive cost efficiencies.
Encourage a culture of innovation and creativity, empowering team members to contribute ideas for improvement
Desired Skills:
- Leadership
- Analytic
- Operations management
- Management
Desired Qualification Level:
About The Employer:
We partner with amazing brands to deliver really awesome outsource outcomes which scale. ? We spent decades making outsourcing decisions whilst running sales and service functions, before launching our own tech forward and ethical BPO in South Africa.
