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BPO Divisional Manager
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General Details
Location:
Advertised By:Agency
Company Name:Energy at Work Projects
Job Type:Full-Time
Description
Are you a seasoned business process outsourcing industry leader that prioritizes results? Do you have a track record of successfully managing numerous customer accounts, driving revenue, and producing outstanding results? A fantastic opportunity is available for a BPO Divisional Manager.
Duties & Responsibilities:
BPO Opps Management
- Develop and execute the overall operational strategy for the BPO division, aligned with the company's goals and objectives.
- Lead, mentor, and manage a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets.
- Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.
- Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations.
- Collaborate with cross-functional teams, including sales, marketing, and technology, to drive revenue growth, enhance client relationships, and develop new service offerings.
- Develop and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor to address their evolving needs and drive long-term satisfaction.
- Ensure effective quality assurance processes and controls to ensure adherence to service level agreements (SLAs), compliance with regulations, and continuous improvement in service delivery, by working closely with the QA teams and Managers.
- Identify and mitigate operational risks, proactively addressing potential issues and ensuring robust business continuity plans.
- Monitor and manage operational budgets, resources, and costs to optimize efficiency and profitability.
- Provide regular reports and updates to the executive team, highlighting operational performance, challenges, and opportunities, and making strategic recommendations
- Lead and oversee the end-to-end operations of the BPO division, ensuring efficient and effective service delivery, adherence to service level agreements (SLAs), and achievement of key performance indicators (KPIs).
- Develop and implement operational strategies, policies, and procedures to drive performance improvements, enhance productivity, and optimize service quality.
- Monitor and analyze BPO operations performance metrics, including call volume, response time, first call resolution, customer satisfaction, and agent productivity, and/or sales enviroments metrics, and take proactive measures to meet or exceed targets.
- Foster a positive and collaborative work environment, promoting teamwork, motivation, and professional development among the BPO team members.
- Manage and cultivate client relationships, acting as the primary poi...
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Id Subtitle 1216627958
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Energy at Work Projects
Selling for 2+ years
Total Ads41
Active Ads41
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At CallForce, we are dedicated to creating a positive, collaborative, and engaging workplace. We believe that our HR professionals are instrumental in achieving this vision. If youre passionate about HR, eager to make a difference, and excited to be part of a team that values your contributions, we want to hear from you!
Our Ideal candidate would have experience with Human Resources functions within the BPO sector, including recruitment, onboarding, training, employee relations, and compliance.
Key Responsibilities:
Recruitment and Staffing:
Collaborate with hiring managers to identify staffing needs and create job descriptions.Source, screen, and interview candidates for senior level positions.Conduct reference checks and background screenings.Manage the end-to-end recruitment process, including offer letters and onboarding.
Onboarding and Training:
Develop and implement onboarding programs for employees.Ensure that new hires have access to necessary resources and tools for success.
Employee Relations:
Address employee inquiries, concerns, and conflicts in a timely and professional manner.Promote a positive and inclusive work environment.Conduct exit interviews and analyse data to identify areas for improvement.
Performance Management:
Implement performance management processes, including setting goals, conducting evaluations, and providing feedback.Recognize and reward exceptional performance.Identify opportunities for coaching and development.
Compliance and Policy Enforcement:
Ensure compliance with HR policies, labor laws, and regulations.Monitor attendance, leave requests, and timekeeping.Investigate and resolve issues related to employee conduct and performance.
Data Management:
Maintain accurate and organized employee records.Generate HR reports and analyse data to inform decision-making.Keep up-to-date records of training and certifications.
Qualifications:
Human Resources, business administration qualification, or a related field.1 year experience in HR functions, preferably in a BPO or similar environment.Knowledge of HR policies, labor laws, and best practices.Ability to handle sensitive information with confidentiality.Proficiency (HR)software.Familiarity with BPO operations and the unique HR challenges in this environment is a plus.
Ready to embark on this exciting journey with us? Submit your applications today. We look forward to getting to know you and learning about the unique skills and experiences you can bring to our team.
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Scope of position
Customer Service Team Lead acts as the contact point for all team members hence excellent communication skills is required. You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engage the team to achieve the necessary KPIs.
Key responsibilities
To motivate, develop and mentor team members in a dynamically changing environmentDrive process performance to achieve and exceed SLA deliverablesLead and deliver complex client engagements that help identify, design and implement creative business solutions for the companyProvide excellent customer service and determine the needs of the client.Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performanceManage Shrinkage, Productivity and control attritionManage dips in performance with adequate reinforcement plans proactivelyPeople management and associated responsibilities like performance and development managementAbility to communicate well and Manage relationships with internal and external contactsManage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIsUnderstanding of processes run by team and ability to bring in improvements and efficiencies within operationsCreate a mode of operations to be adhered to by team members in order to maintain good routine and orderlinessConduct Team Huddles to discuss process updates, feedbacks and key focus points for the dayAnswer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutionsAble to mentor team in process & quality parametersPerform Root Cause Analysis to identify key AFIs and create action plans / goals to improveProvide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.Create, Publish and Maintain operations related reports on timely mannerDiscover training needs and support in training to provide the necessary coaching on groundCollaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performanceAny additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPIAdh...
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*Reference: JHB005343-PC-Jh-1*
Our client in the Real Estate and Property industry is seeking an Outbound Call Centre Agent to work remotely
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* Matric
* Min 2 years’ Outbound Call Centre Experience
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* Draw daily leads from HubSpot CRM System
* Contact property owners who are
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Consultant: Poleen Cass - Dante Personnel Johannesburg
Apply via our website (www.dantesa.co.za)(\https:/www.dantesa.co.za\)
If you do not hear from us within 5 days, please accept that your application was unsuccessful*
R R6 000 plus Commission
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Answering, screening and forwarding telephone calls.
Address customer queries.
Manage data, records and reports in various formats.
Handling correspondence and communications.
Greet and welcome guests.
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