Divisional Manager

SUMMARY:
Leading global BPO client is looking for a Divisional Manager to join their Durban team.  MUST have international BPO client/campaign experience within the USA market.

Design and support develop of client and the business delivery strategies.  Support the operational performance of a contact centre in line with set strategies and create an environment for success by providing day to day leadership and longer term planning to operational managers. Manage operational managers and their team’s performance to ensure service level targets and all other operational and client required business outcomes are achieved. And to work pro-actively with global colleagues to ensure consistent delivery operational delivery.

POSITION INFO:
Customer service

• 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
• Grow business organically

• 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 
• 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 time frames
• Prioritises and delegates as and where necessary

• Matric with tertiary qualification highly advantageous
• Numeracy skills (Essential)
• MS Word – Advanced
• MS Excel – Advanced

• 2 years Contact Centre Manager/Divisional or departmental management experience in a Customer Service environment.
• Previous experience in managing offshore BPO Operations
• 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
• Experience in managing the financial performance of a Division

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