Job Description

CM 15 000 – R 20 000

JOB PURPOSE
The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre campaign functions, ensuring delivery of contractual obligations.
KEY PERFORMANCE AREAS
People Management
Leadership
Leads by example in living the values of the organisation
Ensures the department is fully equipped to handle the work load and distribute work flow
Coaches to ensure a full understanding of consequences of errors
Creates an environment that fosters team work and co-operation amongst team members
Creates awareness of companies strategic objectives and their alignment to the department and company objectives
Communicates effectively, building and maintaining relationships
Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
Attraction & Selection
Ensures appropriate staffing and action accordingly
Identifies need for creation of position and forward recommendation to direct manager and HR
Ensures appointments are in line with EE targets / strategy
Selects and places candidates in terms of agreed recruitment and selection process
Retention
Develops and empowers people, recognizing and rewarding value-added performance
Training and Development
Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
Monitors implementation of training needs as per individual development plans
Career Pathing and Succession Planning
Identifies, manages and develops talent
Performance Management
Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
Operations Management
Manages operational costs through effective resource management
Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
Ensures consistency and standardisation with the client’s other operations
Client Engagement
Maintains positive client relationships and alerts management to operational delivery issues.
Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the companies values at all times
Minimum Criteria
Minimum 4 years operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
Management-related qualification
 

Skills Required