Our client a leading BPO Solutions Provider is seeking to employ a Night Shift Call Centre Manager to join their team of professionals.

The purpose of this position is to take full responsibility for the performance and ongoing development of the operational call centre functions, ensuring delivery of contractual obligations.

Responsibilities include:

Leading by example by living the company values

Ensuring the department is fully equipped to handle the work load and distributing work flow

Coaching to ensure a full understanding of consequences of errors

Creating an environment that fosters Team Work

Communicating effectively

Building and maintaining relationships

Ensuring consistant compliance to company policies and procedures

Selecting and placing candidates in terms of agreed recruitment and selection process

Retention

Developing and empowering people

Recognising and rewarding value added performance

Training and development

Upskilling and motivating staff through effective leadership

Career pathing and succession planning

Identifying talent


Requirments:

Minimum 4 years operations management experience

Minimum 2 years managing staff at a managerial level in a Call Center or BPO environment

Understanding of Call Centre Operations in terms of how people and technology work together for business optimisation

Management related qualification