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BPO Facilities and Maintenance Manager
Found in: Talent ZA C2 - 3 days ago
CallForce Cape Town, South Africa Full timeTTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our professionals. · Role/Purpose: · Manages a safe, attractive and functional physical environment for all employees. In support of ...
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Recruitment Consultant
Found in: Talent ZA C2 - 22 hours ago
CallForce Cape Town, South Africa Full timeCallForce is a prominent Business Process Outsourcing (BPO) known for delivering exceptional customised outsourced solutions to our clients. · We are seeking motivated and driven Recruiters who will be responsible for driving the recruitment process for our BPO business based in ...
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Talent Acquisition Specialist
Found in: Talent ZA C2 - 5 days ago
CallForce Cape Town, South Africa Full timeCallForce is a prominent Business Process Outsourcing (BPO) known for delivering exceptional customised outsourced solutions to our clients. · We are seeking motivated and driven Recruiters who will be responsible for driving the recruitment process for our BPO business based in ...
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Operations Manager
Found in: Talent ZA C2 - 5 days ago
Telebest Cape Town, South Africa Full timeEducation and Preferred Experience: · Possess a minimum of 2-3 years of remarkable experience in BPO operations, showcasing exceptional expertise in call center management. · Possess financial sector experience. · Demonstrate an in-depth understanding of BPO/contact center operat ...
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Business Analyst
Found in: Job Placements ZA C2 - 6 days ago
HR Genie Cape Town, South Africa Full timeOur client is looking for a Business Analyst - ERP transformation to jointheir team. The role is responsible for supporting the ERP transformation local business lead in various projects and tasks during the template, deployment and testing phases (e.g. Master data cleansing, pro ...
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Human Resource Business Partner
Found in: Talent ZA C2 - 5 days ago
ABC Worldwide Cape Town, South AfricaJob Description: Human Resource Business Partner (BPO) · Job Responsibilities: · Act as a strategic partner to business leaders, providing HR guidance and support · Develop and implement HR strategies and initiatives aligned with the overall business plan · Manage the recruitment ...
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HR Officer
Found in: Talent ZA C2 - 22 hours ago
CallForce Cape Town, South Africa Full timeAt CallForce, we are dedicated to creating a positive, collaborative, and engaging workplace. We believe that our HR professionals are instrumental in achieving this vision. If you're passionate about HR, eager to make a difference, and excited to be part of a team that values yo ...
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Recruitment Delivery Manager
Found in: Executive Placements ZA C2 - 4 days ago
Mindmatch Consulting Cape Town, South Africa Full timeBPO in Cape Town CBD seeking for an experienced Recruitment Delivery Manager that has extensive experience in leading high volume hiring teams. · Preference will be given to candidates who possess the following experience/skills: · 2 - 3 years management experience · Flexibility ...
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Trainer - BPO/Call Center
Found in: Talent ZA C2 - 5 days ago
Telebest Cape Town, South Africa Full timeResponsibilities: · Plan, facilitate, and deliver ongoing process training in an international BPO environment. · Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service. · Serve as the subject matter expert, eleva ...
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National Business Manager
Found in: Talent ZA 2A C2 - 3 days ago
TalentCru Cape Town, South AfricaMy client is seeking a National Business Manager (Must have BPO experience) to become a Trusted Advisor to C-suite potential client/strategic alliances in driving sales and generating revenue by acquiring new clients, maintaining relationships with existing clients and extensive ...
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Transition Manager
Found in: Talent ZA C2 - 5 days ago
Isilumko Staffing Cape Town, South Africa Full timeTransition Manager: · Basic Function · The incumbent will be responsible for leading Transitions anywhere from across the global footprint. The candidate should have an in-depth knowledge of business process Transitions. · The incumbent will be responsible in ensuring that the pr ...
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SAP Authorasion Consultant
Found in: Executive Placements ZA C2 - 4 days ago
Isilumko Staffing (JHB) Cape Town, South AfricaOur client in the BPO call centre SAP Authorization Consultant position 4 years experience in Authorizations/GRC · The desired candidate should understand the following concepts: · Business process understanding · IT service operations · IT configuration management regarding rol ...
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Team Leader
Found in: Talent ZA C2 - 1 day ago
WNS Global Services Cape Town, South AfricaJob Description · Job Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics ...
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Team Leader
Found in: Talent ZA C2 - 1 day ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through, effective management of people, metrics and projects, wit ...
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hr specialist bpo/contact centre cape town
Found in: Talent ZA C2 - 5 days ago
CallForce Cape Town, South Africa Full timeWe are seeking an HR Specialist to oversee insourced and or outsourced staff deployed in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to build and maintain Strong relationships with external clients and internal stakeholders to enable an opt ...
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HR Specialist
Found in: Talent ZA C2 - 5 days ago
CallForce Cape Town, South Africa Full timeWe are seeking an HR Specialist to oversee employees working in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to handle key HR functions ensuring that staff maintain the required standards of professionalism and service delivery. The successf ...
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Supply Chain Lead
Found in: Job Placements ZA C2 - 3 days ago
HR Genie Cape Town, South AfricaOur client is looking for a Supply Chain Lead ERP Transformation to join their team. · Responsibilities · Based on BPO direction and guidance, ensure the local process champions support in the design of S/4 and IBP template based on global standards, respectively co-defines the b ...
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Assistant Manager
Found in: Talent ZA C2 - 5 days ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and pr ...
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Supply Chain Lead
Found in: Job Placements ZA C2 - 4 days ago
HR Genie Cape Town, South AfricaOur client is looking for a Supply Chain Lead ERP Transformation to join their team. · Responsibilities · Template phase: · Based on BPO direction and guidance, ensure the local process champions support in the design of S/4 and IBP template based on global standards, respective ...
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Assistant Manager
Found in: Talent ZA C2 - 5 days ago
WNS Global Services Cape Town, South AfricaJob Description · We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Senior Associates to create a customer centric and high performance culture through, effective management of people, metrics and pr ...
Operations Manager BPO - Cape Town, South Africa - CallForce
Description
Work with a well-established telecommunications brand to lead, mentor and coach contact Centre Teams to create and deliver amazing customer experiences. Support and motivate your team to ensure they're on track to meet client goals.
Responsibilities:
• Develop and implement plans to successfully deliver exceptional results
• Handle client interface, deliver on SLA requirements
• Focus on providing differentiation in a highly competitive industry by exceeding client
expectations
• Continuously promote a performance-driven culture and always work towards reaching for amazing results
• Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
• Achieve financial and non-financial targets.
• Improve the key success metrics associated with goals including:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
• Lead, develop, motivate, operational teams
• Manage the Contact Centre workforce. motivate and manage supervisory team
• Ensure optimal service delivery through scheduling and continuous process
improvement.
• Coordinate training on new or revised information relating to services, products or
processes of projects
• Ensure all customer questions and complaints are resolved in a timely manner
• Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance
• Handle employee related issues. Monitoring attendance, punctuality and leave
• Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs
• Set up and manage performance measures.
• Deliver daily, weekly and monthly reports.
• Manage operating budgets.
• Develop rewards and recognition incentives/programs.
• Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets
• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes
• Work with IT and Infrastructure to ensure optimal operational efficiencies
• Understand customers' needs and identify solutions that meet the requirements of the customer
Requirements
• Matric
• Certified Call Centre Manager or equivalent qualification, a distinct advantage
• 2-4 years' experience in a BPO Call Centre Management position
• Knowledge of and experience in managing to strict client SLAs
• Ability to motivate and manage supervisory team
• Solid understanding of reporting and budgeting procedures
• Solutions focused - ability to think outside the box
• High Proficiency in English
Skills
• Outstanding communication and interpersonal skills
• Ability to drive outcomes
• Excellent organizational and leadership skills with a problem-solving ability
• Self-confidence and leadership qualities
• The ability to establish rapport with people at all levels
• Excellent knowledge of management methods and techniques
• Advanced troubleshooting and disaster recovery experience
• Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing.
Contact