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We are looking for a Head of Operations - Call Centre
Basic Function
Manage the Operational Delivery which include, but is not limited to: Capacity Planning, Adherence to Service Levels, Revenue Realization, ProfitabilityEnsure all migrations are managed seamlesslyMap peer levels across client organization and establish peer level relationships within the client organizationEstablishing operational performance goalsWork with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunitiesPut control measures in place to ensure adherence to budget and cost control
Essential Functions
This position is responsible for Operations Key responsibilities include:
Formulation and execution of capacity and staffing plans based on medium term business forecastNegotiating and finalizing SLA’s with the Client - contract negotiationImplementing revenue and cost plansEstablishing a review/ reporting mechanism with the ClientDeveloping and approving incentive plansIdentify and champion black belt improvement projectsReview the progress of attrition action plans and check effectivenessProvide leadership to team of Managers, Asst. Managers and ExecutivesEnsure compliance to all internal and client requirements like SOX, BS7799, ISO etc.
The Performance parameters include:
Client satisfaction (15%)Revenue and costs (40%)Process Improvement (10%)Employee satisfaction (10%)Attrition management (25%)
* The weightages may change from time to time depending on business requirements
Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
Below: Senior Managers and ManagersAbove: VP OpsSupport: Training, HR & Process Excellence Teams and Client Relationship Managers
Primary External Interactions
Clients: Various levels (Processing Staff, Process Managers, Client’s Project management Office, Client’s Leadership)
Skills Technical Skills
Excellent Communication skillsGood Computer navigation skillsGood keyboarding speedBasic knowledge of off-shoring technology set-up like Bandwidth utilization etc.
Process Specific Skills
· Inbound call center experience is essential.
· Some level of experience in Back-office transaction processing preferred
· L&A Insurance, preferably US.
...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS82ODc2Njc5MzA/c291cmNlPWd1bXRyZWU=&jid=1481593&xid=687667930
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1
Basic Function
The primary responsibility of this role is to support and action the day-to-day administrative and facilitative activities for our Talent Team.
Essential Functions
Communicating effectively with internal staff in obtaining verification information.Scan and host fingerprints.Advanced Background Check Search.Managing all candidates Background Checks via vendor portal.Scheduling external candidates for Background Checks nationally if required.Ability to multi task between client processes.Conducting confirmation of employment checks on all candidates.Accurate record keeping of all candidates.Providing candidates reports to Compliance Department.Seeking leadership approval on background reports.Engaging with internal stakeholders for specified approval.Assisting with Internal Audits
*Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
OperationsComplianceProcess Leadership
Organizational relationships
Reports to: Assistant Manager
Skills
Technical Skills
Excellent Communication skillsGood Computer navigation skillsGood keyboarding speedBasic knowledge of Volume recruiting
Process Specific Skills
Administrative SkillsExperience in Background Verifications and AuditingUnderstanding of POPIA Act
Soft Skills
Reasonable level of business perspective and capability to drive improvementsStrong people engagement skillsProcess Excellence methodology
Education
Matric is essentialPrevious MIE / LexisNexis Certification (highly preferred)Verification certification (highly preferred)Tertiary qualification in the relevant field (adv)
Experience
Minimum 3 years’ work experience; preferably within BPOShould have strong administration skills and coordinationProven track record and experience with dealing with high volume based projectsProven track record with high volume based back to back intakes
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMDYyNzgxMjA2P3NvdXJjZT1ndW10cmVl&jid=1190383&xid=1062781206
2d
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