Operations Manager / Call Center Manager

Our Client :

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology

About the role :

Our client is now ready to take the next step by providing call center services to their existing 100+ clients and to expand across new clients and markets. To keep up with the strong demand and growth for the coming years, our client needs a Call Centre Manager with operational expertise as well as experience working with client on-boarding and integration.

Our client is therefore looking for an Operations Manager / Call Centre Manager who will be responsible for the Call Center Operations in their South Africa delivery Centre, working in close cooperation with CCO in the UK and closely with other internal stakeholders as well as externally with the business unit’s clients.

Responsibilities :

Responsible for a portion of our call centre operations in Johannesburg, South Africa

Ensure the business unit further develops its operating model and delivers efficient, scalable and cost-efficient operations

Work closely together with the sales organisation to on-board new clients

Work closely together with Operations Directors to further develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff / capacity planning

Manage and develop the Call Center agents including informing training and development for new hires and for their professional growth

Ensure the company operates within the framework of legislation within the countries Quantanite operates and enforce the company’s rules and policies

Manage and oversee overall performance and service level agreement

Requirements :

Have 3+ years working experience of leading customer care service teams

Proven and successful ability to lead call center agents towards growth

Excellent English communication (written, verbal, listening, etc.) and interpersonal skills

Desire to build career in one organisation for the next 3+ years

Outstanding communication and negotiation skills

A person of high integrity, honest, straight-forward and transparent

A Bachelor's degree is desirable

Project management and / or training experience is desirable

Strong PC, Microsoft Windows (Word / Excel / PowerPoint) and Internet usage skills

Highly proficient with ERP software and other applicable tools such as CRM

Good experience in call center platforms

Competencies :

Professional, emotionally mature and ethical

Strong, proactive, service mindset and customer focused

Strong interpersonal skills and ability to work well with a broad range of personality styles and types

High sense of responsibility, tasks ownership and ability to drive problem solving through to resolution

Excellent planning, organizational skills and prioritization to meet deadlines and carry out overall business plans

Passion for customer service!

Stay calm under pressure!