Operations Support Manager

Job: BPO Contact Centre Operations Support Manager in Randburg - ref: 753345

 

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  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
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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