Operations Manager - Call centre

JOB PROFILE – Operations Manager

Purpose
To ensure the effective management of all aspects of the campaign to ensure delivery against client performance standards.


Responsibilities
KRA / Main Outputs and Responsibilities
Detailed Description

Ensure efficient operation of the campaign teams
Respond to escalated customer and system issues from Team Leaders
Continually evaluate Team Leader performance and conduct regular quality assurance checks of calls and adherence to client processes and procedures
Ensure Agents and Team Leaders are paid according to Company incentive and commission schemes

Recruit new employees (Team Leaders) and ensure appropriate training of new employees
Liaise with the client on campaign issues such as new scripts, product changes and process improvements
Adhere to the Operations Manager Operating Rhythm and monitor adherence to the Team Leader Operating Rhythm


Management of the Team Leaders
Provide daily direction and communication to Team Leaders on campaign performance through regular team talks
Assist with workforce planning issues
Assist Team Leaders with warnings and appropriate corrective action for discipline and performance issues.
Coach Team Leaders on workforce issues
Work with Team Leaders to determine training needs for Agents and Team Leaders.
Provide a Subject Matter expert role

Ensuring continuous improvement of campaign
Implement methods to improve team operations, efficiency and service to customers and clients.
Analyse statistical and performance feedback on teams and coach Team Leaders on performance improvements
Ensure employees have access to appropriate training and other resources to perform their jobs.
Provide input into work procedures and processes that support the company and/or departmental procedures.
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.


Financial Management
Implement methods to improve team operations, efficiency and service to customers and clients.
Analyse statistical and performance feedback on teams and coach Team Leaders on performance improvements
Ensure employees have access to appropriate training and other resources to perform their jobs.
Provide input into work procedures and processes that support the company and/or departmental procedures.
Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.


Financial Management
Collate and recommend Overtime
Propose incentives for the team for Line Manager approval.


Level of Authority
Collate and recommend Overtime
Propose incentives for the team for Line Manager approval.

Level of Authority
Works according to standard guidelines and accepted work practices / norms
Refers issues not covered by procedures or prior experience to the line manager
May refer to regulatory requirements, service level agreements and company procedures prior to referring the matter to the line manager.
Planning time frame is typically 1-3 months


Size


Operations Managers generally have 5-7 Team Leaders working for them with a ratio of 1 Operations Manager to 70-90 agents.

Usually work in a team of up to 6-7 colleagues of a similar level.



Role Dependant – budget / single vs multiple customer base – refer to complexity matrix


Skills and Competencies
Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources.

Leadership skills; ability to lead and motivate a team

Strong and adaptable communication skills with the ability to influence and motivate

Business Analysis; ability to analyse and interpret the metrics

Financial management; understanding of developing and managing budgets and forecasts; control of expenditure and consequences of deviations; commission structures; financial acumen

Stakeholder relations; managing the expectations of internal and external customers

Coaching Skills; ability to deliver constructive feedback

Relationship Management; ability to balance internal vs external customer requirements

Adaptability / Resilience with the ability to manage under pressure

Decision making skills

Initiative / Proactive

Experience, Knowledge and Qualifications
Grade 12 or Equivalent

Tertiary education or equivalent NQF level 5 qualification preferable

Excellent verbal and written communication skills

2-3 years’ experience as a Team Leader in a Call Centre environment

1 years’ experience as a Operations Manager in a call centre environment

6-12 months’ experience in Financial analysis and forecasting

A good understanding of data / dialler strategies or inbound operations


Apply Here http://bit.ly/2OJ2eBQ

Job id : , #69501, 23 views,

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