Divisional Manager

SUMMARY:
Our BPO client with offices in the Southern Suburbs has a vacancy for a Department / Divisional Manager within their call centre..

POSITION INFO:

KNOWLEDGE AND EDUCATION

• Matric (Essential)
• Tertiary Qualification (Highly Advantageous)
• Numeracy skills (Essential)
• MS Word – Advanced
• MS Excel – Advanced

EXPERIENCE

• MINIMUM 12 months Contact Centre Manager/ divisional or departmental management experience within a Customer Service environment.
• Strong Customer Service and cross and upsell experience
• Airline/Aviation industry (Advantageous)
• Proven track record of management and development of staff at a middle management level (Essential)
• Experience in managing the financial performance of a division (Essential)
• Previous experience in managing offshored BPO operations (Essential)

Duties, (not limited to)

• Manages the performance of an operation to ensure a positive customer experience and the achievement of business outcomes 
• Monitors and manages the performance of operational managers to ensure all teams deliver customer service in a timely and professional manner and in line with service level agreements
• Recommends and supports the implementation of various programmes to enhance the customer service experience
• Liaises and feeds back to the operational training team to ensure training content is aligned to the achievement of business outcomes and the enhancement of the customer service experience
• Manages and where necessary escalates problems or errors to ensure minimal impact to the customer experience
• Addresses and rectifies, and where necessary escalates, issues that may affect the customer experience such as faulty equipment, system errors, training gaps, absenteeism, fraud or procedural issues
• Supports the design and implementation of specific operational projects and initiatives
• Embraces new innovations in customer experience
• Reviews the defined operational budget and ensures all activities and costs are aligned to budget constraints so as to achieve and exceed revenue and profitability targets
• Identifies and recommends methods to reduce operational costs and/or increase revenue by adding value to the client
• Understands the commercial impact of meeting operational performance criteria
• Reviews reporting submitted by operational managers and identifies trends and concerns that need to be addressed and managed
• Compiles and consolidates weekly or monthly operational reports and client reviews by collecting and analysing data and trends
• Works closely with MI to report on overall operational performance, achievement of commercial goals as well as staff performance and productivity
• Reports and monitors PCI compliance
• Achieve and exceed staff sat targets
• Oversees and manages operational managers to ensure adherence to quality standards, deadlines and policies and procedures
• Ensures operational managers understand exactly what is expected of them on a day to day basis
• Participates in the recruitment and selection of operational employees
• Implements correctional strategies and measures as required to minimise absence and staff attrition
• Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
• Challenges constructively and looks for ways to do things better and continuously improve
• Develop, implement and advise on corporate or departmental policies, procedures, and service standards in conjunction with management
• Sets performance targets for line of business and operational managers which are aligned to defined operational objectives and business outcomes, and tracks performance against these targets
• Reviews performance daily and identifies both short term tactical solutions and a longer strategy
• Ensures operational managers are proactively managing their team’s performance
• Assists in improving performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps – ensures 100% of reports are on personal development plans
• Rewards and recognises above standard performance
• Manages underperformance and takes appropriate actions
• Trains or instructs employees in job duties or arranges for training to be provided
• Communicates work procedures, company policies, client updates and other information to staff in a timely and professional manner
• Supports and communicates appropriately in times of change and leads staff through the change process
• Drives a culture of organisational performance and service delivery within the framework of the defined Webhelp SA culture
• Engages relevant stakeholders in support areas to assist in achieving company and client objectives
• Ensures that all employees are fully compliant in all areas of compliance – to the required standard, in the required timeframes
• Prioritises and delegates as and where necessary
• Provides regular coaching to ensure customer expectations are met and exceeded
• Occasionally sits in and observes operational managers’ coaching sessions that they perform with their team members on a regular basis
• Works closely with the Business Outcomes Analyst/Operational Excellence Analyst to identify performance concerns at an operational level and puts the necessary plans in place to address these

Should you not receive a response within 5 days, please regard your application as unsuccessful.

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