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  • Director of Call Center Operations - 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

    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:

    • 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.

    Requirements

    • 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.

    Compensation Package

    • 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.

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