Job Opportunity Senior CampaignOps Manager - Call Center Operations

We're on the lookout for an energetic Senior Campaign / Snr Ops Manager to drive our vibrant contact centre to new heights! In this pivotal role, you'll ensure seamless campaign performance and maintain stellar client relations all while championing quality and excellence. If you have a passion for leadership and a knack for strategic thinking, this is your chance to cultivate a high-performance culture and deliver outstanding customer experiences! Join us and be a key player in our success story!

Key Responsibilities:

1. Meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
2. Manage (in partnership with the wider account team) multiple sites to deliver an outstanding Customer Experience.
3. Manage, inspire and motivate a number of Operation / Team / Shift Managers to ensure operational excellence, high employee engagement and the achievement of service improvement.
4. Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.
5. To proactively maintain regular engagement with key client contacts in line with client expectations.
6. Ensure delivery of Client KPIs / Sales targets including day to day service levels, customer experience quality measures and compliance measures.
7. Responsible for the development of the operational talent pool by optimizing the skills of the existing team in partnership with our internal recruitment teams to attract the very best external talent in line with the agreed framework.
8. Ensure IDP (Individual Development Plans) in aid of succession planning and individual talent identification.
9. Support a well-defined Communication and Engagement model in place to ensure all teams understand the performance and also that they understand the needs of their teams.
10. Take responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics.
11. Ensure continuous identification and implementation of operational best practice through interaction with the wider team.
12. Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.
13. Select, effectively manage and coach Operations / Team / Shift Managers.
14. Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream.
15. Identify and highlight further opportunities for services and process improvements.

Essential Experience / Skills:

1. Stakeholder management for day-to-day operations.
2. Act as the first point of contact for any interdepartment coordination.
3. Monitor and guide a team of Team Leaders to ensure productivity parameters are met.
4. Manpower planning and resource allocation for peak and lean seasons of business.
5. Adherence to service and quality benchmarks to provide a world-class experience for customers.
6. Manage performance parameters of the Chat team (AHT, FRT, attrition, shrinkage, etc.) and take corrective actions where necessary.
7. Data analysis to identify improvement opportunities in the process.
8. Run process improvement initiatives and drive efficiency.
9. Own CSAT / NPS metrics.
10. Action and ensure adherence to required HR and IR policies and process where required.

Requirements:

• Matric / Grade 12 Certificate with English and Mathematics / Lit.
• Min 7 years proven contact centre management (BPO) operations management or related roles.
• Tertiary qualification in Contact Centre Management or similar (advantageous).
• Ability to manage and influence key stakeholders and Clients.
• Experience in contact centre / operational Governance.
• Proven experience in the delivery of reports (WBR / MBR).
• South African Citizen.
• Own Transport.
• Ability to work 24 / 7 rotational shifts.
• High proficiency in English Language (Read, Write and Speak).
• Criminal Clear.

Competitive salary and benefits package.

Opportunities for career growth and advancement.

A dynamic supportive work environment with a focus on professional development.

Join a company committed to delivering excellence and driving results in customer service on a global scale.

Key Skills:

Employee Evaluation, Continuous Improvement, FDA Regulations, Management Experience, Process Improvement, Profit & Loss, Operations Management, Project Management, Strategic Planning, Leadership Experience, P&L Management, Supervising Experience.