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- Develop and implement strategies to improve customer satisfaction ratings.
- Cultivate strong relationships with internal teams and clients.
- Serve as the primary point of contact for clients supported by your team.
- Develop expertise across all functional areas of the team.
- Address client concerns promptly to maintain high satisfaction levels.
- Identify and mitigate risks for at-risk clients.
- Analyze metrics to identify service issues and implement necessary changes.
- Monitor queues daily to ensure compliance with SLAs.
- Collaborate with leaders from other service areas to identify best practices.
- 5+ years of experience in call center operations.
- Proficiency in call center software and metrics.
- Experience in staffing and scheduling to ensure adequate call center coverage.
- Ability to evaluate individual and team performance and implement goals to enhance efficiency and customer satisfaction.
- Capability to quickly address fluctuations in call center volume.
- Leadership in driving departmental and organizational initiatives that align with operational goals.
- Experience as a trusted escalation point for clients.
- Proficiency in analyzing and presenting reports to senior management.
- Collaborative hiring, training, motivation, and engagement of teams.
- Strong communication skills, including public speaking.
- Analytical and problem-solving abilities.
- Excellent organizational skills and prioritization capabilities.
- Adaptability in managing changing priorities in a fast-paced environment.
- Ability to build and maintain trust with internal teams and clients.
- A competitive salary of R800,000 - R1,200,000 per annum.
- A comprehensive benefits package, including medical aid, retirement fund contributions, and life insurance.
- Opportunities for career growth and development.
- A dynamic and supportive work environment.
Director of Call Center Operations - Johannesburg - Dash BPO South Africa (Pty) Ltd

Job title: Vice President
Description
About the Role
Dash BPO South Africa (Pty) Ltd is seeking an experienced Director of Call Center Operations to join our team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our call center, ensuring that we deliver exceptional service to our clients.
Key Responsibilities:
Requirements
Compensation Package
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