Call Centre Operations Manager
Talent Odyssey
Kwa-Zulu Natal, Kwazulu Natal, South Africa
5d ago
source : PNet

A dynamic opportunity has opened for an ambitious Call Centre Operations Manager to join a highly regarded contact centre This results driven, high performance leader will be primarily responsible for influencing and driving Sales or Customer Service operations at a tactical and strategic level.

The key areas of focus are business and client KPI delivery, managing and leading Team Managers to achieve performance targets, while improving results through performance management and coaching and building a positive, people engaged environment.

Key Responsibilities : Driving day to day operational performance to ensure the delivery of the SLAs and KPIs Managing the client relationship Ensuring commercial delivery Develop a culture of continuous improvement across the business operation Manage, motivate & develop Team Managers to ensure exceptional customer service is delivered Minimum Requirements : Successful track record of managing large scale operations of +100FTE, as a Sales and Customer Service Call Centre Manager Experience within the Telecommunications industry Experience of working in an outsource Call Centre environment Experience in management of inbound / outbound sales & service operations Hands on management style Proven ability of team development Sound commercial understanding Effective change manager with ability to lead a growing team Dynamic, tenacious and able to adapt within a fast paced operation Ability to work Night Shift Competitive Remuneration Package Minimum Requirements : Successful track record of managing large scale operations of +100FTE, as a Sales and Customer Service Call Centre Manager Experience within the Telecommunications industry Experience of working in an outsource Call Centre environment Experience in management of inbound / outbound sales & service operations Hands on management style Proven ability of team development Sound commercial understanding Effective change manager with ability to lead a growing team Dynamic, tenacious and able to adapt within a fast paced operation Ability to work Night Shift

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