BPO Contact Centre Operations Support Manager

SUMMARY:
The Role:

Operations Support Manager

Permanent Position

Based in Randburg

JOB PURPOSE:

The position of the Operati...

POSITION INFO:
The Role:

Operations Support Manager

Permanent Position

Based in Randburg

JOB PURPOSE:

The position of the Operations Support Manager  is to provide effective risk management and reporting and analytics service to Altron People Solutions, to provide and formulate improvement opportunities; minimise fraud losses and revenue leakages, enhance stakeholder confidence and manage reputational risks through regular communications and accurate reporting while maintaining a high level of confidentiality, discretion and accuracy

 

KEY RESPONSIBILITIES:

FRAUD RISK MANAGEMENT:

• Manage a team of Fraud Risk Investigators and responsible for delivering a modern and agile fraud strategy to protect the business with the use of Data Analysis
• Management of a Team of BI/MI Analysts and Campaign Administrators
• Provide oversight and direction to the employees in the operating unit in accordance with the organisation''s policies and procedures
• Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution, which includes defining KPIâ??s/KPAâ??s, goal setting, feedback, and performance development planning.
• Lead employees to meet the organisation''s expectations for productivity, quality, and goal accomplishment
• Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary
• Managing the daily operational requirements of Fraud team
• Oversee the operations and tasks of the Fraud team and consistently monitor efficacy and efficiency
• Supervision and management of fraud best practices to ensure that the business is compliant with regulatory requirements

Business Insights and Campaign Management:

• Operate a continuous improvement process to initiate process and procedural improvements for the client
• Behavioural trends to aid in the operation''s business decision making endeavours
• Needs analysis and process improvement recommendations
• Analysis of customer data, formulation of improvement opportunities
• Co-ordination between the QA requirements, as well as process requirements
• Be involved in the process of Setting up new campaigns (Systems, Reporting, Briefing. Launch)
• Liaise with Clients to understand proposed campaigns and objectives

QUALIFICATIONS, EXPERIENCE, SKILLS:

• Matric/Grade 12
• Extensive understanding of the BPO Contact Centre Operational Environment
• 3 Years BI and/or Risk Experience ideal
• 1 year experience in managerial role
• Ability to apply logic and methods to solve difficult problems with effective solutions
• Professional digital standards methodology
• Knowledge and understanding of detection and prevention systems and applications.
• Fraud data analytics methodology; and
• Implementation of fraud detection solutions
• Incident investigations
• Stakeholder management
• Networking - Internal and External
• Quality, compliance and accreditation

NB! This job is now closed. You can apply for other jobs by uploading your CV.