BPO Contact Centre Operations Support Manager

Recruiter:

iSON Xperiences

Job Ref:

BPOGA00057

Date posted:

Monday, July 5, 2021

Location:

Randburg, South Africa

Salary:

Negotiable

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 Â 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

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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

Skills and Experience:

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

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