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  • Vice President - Johannesburg - Dash BPO South Africa (Pty) Ltd

    Dash BPO South Africa (Pty) Ltd
    Dash BPO South Africa (Pty) Ltd Johannesburg

    1 month ago

    Default job background
    Description

    Vice President of Operations

    We are seeking a seasoned professional with BPO experience, preferably from the banking industry. The ideal candidate should possess strong resilience and contribute significantly to business outcomes.

    Duties & Responsibilities:

    • Ensure seamless support experiences for customers through exceptional service delivery.
    • Cultivate trusted relationships with key clients by providing tailored solutions and proactive communication.
    • Serve as the primary relationship manager for assigned clients, addressing their concerns and needs promptly.
    • Maintain expertise across all functional areas of the team, including sales, collections, and customer care.
    • Analyze metrics to identify service issues, determine root causes, and implement necessary changes.
    • Collaborate with leaders from other service areas to promote best practices and drive continuous improvement.
    • Develop and implement process improvements to enhance client satisfaction and collections experiences.
    • Coordinate with other departments to ensure effective fulfillment of responsibilities.
    • Foster open communication within the team and with clients, promoting a positive and productive work environment.
    • Optimize team efficiency and productivity through effective management and resource allocation.

    Knowledge, Skills, and Abilities:

    • Proficiency in call center software and metrics, with experience in staffing and scheduling.
    • Ability to evaluate individual and team performance, setting goals to enhance efficiency and customer satisfaction.
    • Leadership skills in driving departmental and organizational initiatives that align with operational goals.
    • Experience in managing teams, with a focus on hiring, training, motivation, and engagement.
    • Strong analytical and problem-solving abilities, with excellent organizational skills and prioritization capabilities.
    • Ability to build and maintain trust with internal teams and clients, with proficiency in Microsoft Office applications and internet research.
    • Experience in management, supervision, and performance management, with a strong track record of leadership and coaching.

    Requirements:

    This role requires a dynamic and experienced professional who can drive business growth and improve operational efficiency. If you meet these qualifications and are interested in this opportunity, please contact us to discuss further.

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