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    • Operations Manager - Cape Town - IGT Solutions

    IGT Solutions
    IGT Solutions Cape Town

    1 week ago

    Default job background
    Description

    Lead Business Operations in a Contact Centre Environment

    IGT Solutions is seeking a seasoned Manager Operations (BPO / Call Centers / Contact Center) to lead business operations in a dynamic Contact Centre services environment. The successful candidate will provide strategic and tactical operational direction to the team, ensuring customer delight through close interaction with leadership.

    About the Role

    This key leadership position requires a highly experienced individual with a proven track record of managing BPO operations at a leadership level. Key responsibilities include:

    • Operational Process Management: Proven experience in managing operational processes, change management, and administrative leadership roles.
    • Business Function Knowledge: In-depth knowledge of diverse business functions and operations best practices (Voice, Chat, Email, Back office, WFM, Training, Quality, Resourcing, Customer Service, Sales, etc.).
    • Key Performance Goals: Provide additional support for achieving key performance and productivity goals.
    • Data Analysis and Leadership: Experience and hands-on data analysis and statistical process control, as well as providing direction and leadership to cross-functional teams.
    • P&L Responsibilities: Responsible for a wide spectrum of operations and P&L responsibilities, must be able to multi-task across multiple business operations with proficiency.
    • Business Reviews: Prepare and conduct effective and timely weekly, monthly & quarterly business reviews.
    • Client Services: Deliver excellent client services, meeting desired business KPIs.
    • Continuous Improvements: Drive continuous improvements and innovations to enhance quality, CSAT.
    • Financial Planning: Work closely with internal controls and finance teams to develop and maintain annual budget and monthly/quarterly P&L forecasts.
    • Business Growth: Collaborate with Sales/Account Management/Presales teams to grow the business & coordinate for customer site visits.
    • Client Management: End-to-end client management including reviews with client, value addition to the client and proactive communication to internal and external clients.
    • Market Positioning: Position IGT Solutions & Services as a major player in the customer services segment to become a partner of choice for related companies in BPO services.
    • BPO Metrics: Meet & exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business.

    About You

    We are looking for a highly motivated and experienced leader who can inspire and motivate teams, drive innovation, and deliver exceptional results. Key personal style enablers include:

    • Motivation and Inspiration: Ability to motivate and inspire teams.
    • Market Awareness: Innovative and able to foresee market conditions.
    • Collaborative Work Style: Excellent people manager, open to direction and a collaborative work style and commitment to get the job done.
    • Persuasive Communication: Persuasive with details and facts.
    • Flexibility and Adaptability: Confident, flexible with the ability to work in a fast-paced and changing environment.
    • Integrity and Ethics: Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
    • Sales Mindset: Extrovert with a blend of sales mindset.

    What We Offer

    IGT Solutions is an equal opportunities employer and offers a competitive remuneration package and benefits to the right candidate. If you are a driven and results-oriented leader with a passion for delivering exceptional results, please submit your application.

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