Call Center Operations Manager - Durban, South Africa - Bespoke International Group

Bespoke International Group

Verified Company

Durban, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Bespoke International Group is a dynamic and rapidly growing Business Process Outsourcing (BPO) firm, committed to delivering exceptional customer service solutions.

With a focus on innovation, efficiency, and client satisfaction, we are seeking a talented and experienced BPO Call Centre Operations Manager to lead our Customer Service team.

Key Responsibilities:

Operational Leadership:
Oversee the daily operations of the Customer Service call center, ensuring efficiency, quality, and adherence to performance metrics.
Develop and implement strategic initiatives to enhance overall operational effectiveness.

Team Management:
Lead, motivate, and mentor a team of customer service representatives to deliver exceptional service.
Conduct regular performance evaluations, provide feedback, and facilitate professional development.

Client Relationship Management:
Build and maintain strong relationships with clients to understand their unique needs and ensure service delivery exceeds expectations.
Collaborate with clients to identify opportunities for process improvement and innovation.

Performance Metrics and Reporting:
Establish and monitor key performance indicators (KPIs) to measure the success and efficiency of the Customer Service team.
Prepare and present regular reports to management, highlighting achievements and areas for improvement.

Quality Assurance:
Implement and maintain quality assurance processes to ensure consistent and high-quality service delivery.
Conduct regular audits and provide coaching to improve customer service representative performance.

Qualifications:

Proven experience of 35 years in the BPO call center operations, with a focus on Customer Service.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with a focus on continuous improvement.
Familiarity with call center technologies and software.

How to Apply:

If you meet the requirements listed above we invite you to submit your resume and a cover letter detailing your relevant experience via Indeed.

Job Types:
Full-time, Permanent