BPO Call Centre Operations Manager
Salary R50 000 per month
Are you ready to lead a dynamic and rapidly growing BPO Call Centre? Be a part of an incredible journey towards success! We are seeking a dedicated professional with extensive experience to lead our client’s talented team and drive operational excellence.
As the Call Centre Operations Manager, you will be responsible for overseeing all aspects of the call centre operations, ensuring seamless customer experiences and achieving exceptional performance levels. With a strong focus on growth and continuous improvement, you will play a pivotal role in shaping and executing strategies to enhance operational efficiency. Have the opportunity to make a significant impact on our growth trajectory
- Lead and manage a team of passionate and motivated call centre agents, fostering a positive and supportive work environment.
- Develop and implement effective operational strategies, workflows, and best practices to maximize efficiency and productivity.
- Continuously monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for growth.
- Develop and maintain strong relationships with clients, ensuring their satisfaction by meeting or exceeding service level agreements.
- Conduct regular training sessions and quality assurance assessments to enhance agent performance and improve customer satisfaction.
- Collaborate with other departments to streamline processes, resolve customer issues, and provide valuable insights for business growth.
- Proven experience in call centre operations management, preferably within a BPO environment.
- Strong leadership skills, with the ability to motivate and inspire a diverse team towards achieving goals.
- Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with all stakeholders.
- Demonstrated ability to effectively manage multiple projects and meet tight deadlines.
- Knowledge of call centre technologies and platforms.
- A bachelor’s degree
- 4 years experience in a similar role
Email your CV to firstname.lastname@example.org