CALL CENTRE MANAGER - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 20-07-2017 1:22:27 PM
14-09-2017 1:22:27 PM
Contact Centre Manager, BPO
Salary Dependant on experience and fully CTC
Location Cape Town
Contract Permanent
Hours UK hours (9-9 or 10-10)

Do you have experience leading an outsourced Operation to success?
Have you worked within the Financial Services Industry?
Do you want to play a key part in launching an exciting new campaign to The Business, South Africa?
If so, this could be the job for you!

Role Overview
You will be responsible for the delivery of service to clients on the site, ensuring all key performance indicators are met. You will lead, develop, motivate, manage and organise a number of teams across the client accounts ensuring we are consistently meeting client’s expectations through regular and effective dialogue. You will translate the collective needs of the client ensuring this is achieved through operational delivery.

Key Tasks/Responsibilities
• An ambassador for The Business who leads by example, demonstrates our values, and actively encourages best practice, supporting the company in changes to policies and procedures where required.
• Manage the operational management teams ensuring all key performance targets are met for all clients under my accountability.
• Work in partnership with the Strategic HR Business Partner to ensure all engagement initiatives and the people centric approach is executed effectively.
• Drive a culture of client-centricity across the site ensuring all actions result in added value for our client groups.
• Highlight negative performance variances/trends, and immediately develop action plans to address personally and through your management team.
• Own the look and feel of the site ensuring issues are brought to your attention and are then recorded and followed through. Ensuring this happens through driving a proactive site Employee Forum.
• Building relationships and working closely with other key stakeholders to achieve optimum performance and engagement levels at all times. This includes Client Services, Human Resources, Learning & Development, Work Force Management and Quality/Compliance.
• Completing business critical reports on time and ensuring this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Stoplight Report, and any client specific reports not completed by Client Services.
• Ensure key methodologies are fully embedded, including TOPS and BEST.
• Develop and implement regular initiatives that maintain high levels of employee engagement across the site supported by the Strategic HR Business Partner.
• Implement group wide recognition programmes/awards and ensure the timely delivery of each.
• Host visits for both existing and prospective clients, attend review meetings and managing service related client escalations as required.
• Coordinate the quarterly review/annual review processes in partnership with the Strategic HR Business Partner ensuring all reviews are professionally completed with the appropriate outcomes
• This list is not exhaustive.

What are we looking for?
• A minimum of 1 to 2 years working within the Financial Services Sector.
• A minimum of 3 to 5 years in a middle / senior management position within a BPO.
• Excellent professional interpersonal skills.
• The ability to build rapport and trust with clients and colleagues.
• The skill to understand and communicate client requirements with a clear, positive and customer-focused message
• Solid understanding of how Account Management can influence achievement of business objectives
• A strong client centric focus
• Ability to influence & negotiate
• High level of numeracy and literacy
• Previous experience working with clients at a senior level
• A solid background in client services from either an account management, operations, project management or wider outsourcing perspective
• An understanding of the metrics used and the pricing structure in operation within the contact centre environment
• Ability to demonstrate how you have added value to a client’s business / service provision (client centricity)
• Experience of financial forecasting and invoicing
• Excellent time management skills
• Extensive understanding of the call centre operations and how to utilise this to deliver client expectations

So who are we?
While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right?
In the UK we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services ’s what we call ourselves. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, The Business can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.
So why wouldn’t you want to join us?

Additional information
• Full integrity checks will be conducted in line with client’s policy and procedure and the client reserves the right not to fill the vacancy
• The above criteria are minimum requirements to fill the job but are not exhaustive
• Send a full and up-to-date CV in Word format along with a motivational statement explaining HOW you have added value to a client’s business and / or service provision