Call Centre Manager - O'Dwyer Personnel, Cape Town CBD

  • Cape Town CBD
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Call Centre
  • Posted by O'Dwyer Personnel on Monday, November 11, 2019
  • Reference: CCM01
  • Apply before Friday, January 10, 2020 - 33 Days left

Vacancy Details

Employer: O'Dwyer Personnel
A leading Global BPO business is seeking to employ a Call Centre Operations Manager. Responsibilities: Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how th...

A leading Global BPO business is seeking to employ a Call Centre Operations Manager.

Responsibilities:

  • Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
  • Documented monthly performance review of Agents and Assistant Managers.
  • Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL
  • Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
  • Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the Department: Operations
  • Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
  • Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.

 


Candidate Requirements

  • Graduation (in any stream) or diploma with a minimum of 15 years of education.
  • Minimum 8 years of work experience in Business Process Off-shoring.
  • Candidates should have at least four year of supervisory experience in international Voice business, preferably in UK client domain and
  • Insurance industry.
Apply before Friday, January 10, 2020 - 33 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
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About O'Dwyer Personnel

O’Dwyer Personnel is a Level 1 BBBEE, Black female owned recruitment and staffing company based in Cape Town servicing clients across South Africa and the UK with over 18 years’ experience in the recruitment industries both in the UK and South Africa.

We are passionate about partnering with our clients to help support their resourcing needs in the most cost and time effective manner, whether this be permanent, temp or contract recruitment.

We pride ourselves on our client and candidate centricity which is evidenced by the growth we have experienced as a result of the excellent work we have done with a variety of clients from JSE Listed companies to very small family owned businesses.

Our Unique Selling Point is based on tailoring our solution to meet our client’s needs and consistently delivering the level of quality that sets us apart from the competition. We are able to do this as we are passionate about having long term mutually beneficial relationships with our clients and candidates through really understanding their needs and giving them what they want.

We recruit for all sectors for all role levels up to Executive level and recognise that the people within a business are the fuel that can bring success or failure to an organisation. We go beyond the normal traditional recruitment processes to really understand what our clients are about and matching this with potential candidates that not only have the competency to do the job, but can fit into our clients culture and thrive.

Once we take the step of suggesting a candidate, we are sure we have aligned the personal career aspirations of our job seeker with the demands of the position and the needs of the organisation.

We believe the solutions we provide and the employment relationships that result, should always be meaningful and tailor-made to the unique individuals and organisations involved. We do not deal in off-the-shelf products and since our business is people, we know that one size never fits all.