Senior Operations Manager (International BPO)

3 July 2024

Department:

International

Position:

Senior Operations Manager (International BPO)

Start date:

Training Start Date ASAP

Fixed term:

Permanent once probation period is over

Reports to:

Head of Operations

Purpose of the job:

The role holder will be accountable for maximising the profitability and satisfaction of existing and new Client relationships through a team of circa 300 Agents led by a reporting span of Operations Managers and Team Leaders.

Key to this will be creating a high-performance culture where team members are engaged, valued, proactively recognised and rewarded for delivering consistently strong performance through a consistently delivered operating rhythm.

Achievement of contractual KPI’s and SLA’s are a pre requisite and the role holder will also drive the continuous improvement agenda for all aspects of Campaigns within remit.

Spearheading the success will require frequent client and stakeholder engagement and the role holder will need to communicate effectively around performance and the improvement agenda to both internal and external audiences.

Minimum qualifications and experience:

  • Matric
  • >5 years senior Leadership experience in International BPO Contact Centre Operations with strong and diverse experience in managing various skillsets including Customer Service / Debt Collection / Sales / Retentions / Lead Gen / B2B / Tech support Leading scale teams > 300 people
  • Managing multiple Client relationships
  • Managing the Profit and Loss, able to forecast and provide budget inputs
  • Significant stakeholder and supplier management experience
  • Adept at data analysis and interpretation across complex SLA’s & KPI’s

Job responsibilities:

The role holder will be accountable for maximizing the profitability and satisfaction of existing and new Client relationships together with:-

  • Leading, developing and maintaining a team of highly motivated, high performing Agents and Managers
  • Delivering on all Client contractual (and agreed internal) targets (KPI’s and SLA’s)
  • Identifying and delivering strategies that drives increased satisfaction and profitability to further deepen Client relationships
  • Creating and maintaining a high-performance culture where all team members feel included and valued for their contributions
  • Driving an effective operating rhythm including coaching and mentoring the team to continually improve and optimise performance delivery
  • Accountable for the Employee Relations agenda working closely with HR as required
  • Strong planning and forecasting to ensure that team resources meet client contractual requirements and are optimised
  • Creating strategies that optimise opportunity and team productivity
  • Ensuring work outputs produced by the team are in line with requirements and taking corrective action to address shortcomings and deliver on improvement opportunities
  • Prioritising and managing conflicting client and stakeholder priorities
  • Analyse material performance data, creating reporting and commentary to share with internal and external stakeholders
  • Frequent ‘value’ engagement with client using high quality verbal and email communication
  • Work with peers to share best practices and available resources

Competencies required:

  • Leadership skills
  • P&L experience (deep)
  • Excellent verbal and written communication skills
  • Influencing skills.
  • Problem Solving skills
  • Time Management skills
  • Planning skills
  • Coaching skills
  • Data Analysis and reporting
  • Attention to detail
  • Able to prioritise work effectively

Profile:

Will have at least 5 years senior leadership experience gained in BPO contact center operations, together with significant working knowledge of international campaigns (including Debt Collection, Service, Sales & Retention, lead gen, tech support). Will be used to and adept at leading and operating in a fast-moving environment, will have high energy levels and be motivated by exceeding targets.  Will fully understand contact center technologies and will be adept at planning, data analysis and reporting, being able to identify trends and actionable opportunities.  Will be passionate about people development and able to build and support an effective high-performance culture where everyone has a voice. Ability to lead under pressure and reprioritize when conflicting situations arise.

FAIS or NON FAIS:

N/A

Salary, incentives & commissions:

To be Discussed

Working hours:

This role will be supporting AUS, UK and USA Clients across 24/7 operations and primary working patterns will be aligned into US working patterns.

To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to: careers@procera.co.za

Job Application

To apply, please upload your CV and covering letter explaining how your aspirations, skills and experience match the role requirements.

Name(Required)
Drop files here or
Accepted file types: pdf, doc, docx, Max. file size: 32 MB.
    Please name your CV with your full name so we know which vacancy you are applying for.