Job Title : Operations Manager Call Centre
Sector Title : Banking & Finance
Area : Randburg
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Our client a prominent contact centre is looking for an experienced Operations Manager to lead a team of 15 to 20 agents ensuring high standards in customer service operational efficiency and financial coaching The Operations Manager will oversee key metrics foster relationships with 16 partners and drive lead management strategies The ideal candidate will have a background in call centre management quality control and training with a focus on customer service and financial services
Key Responsibilities
Team Leadership Training and Development
Lead mentor and develop a highperforming team conducting regular training sessions to enhance skills in customer interactions financial coaching and product knowledge
Listen to calls and conduct quality control providing agents with actionable feedback and improving call scripting and overall service quality
Deliver ongoing training focused on customer satisfaction complaint resolution and best practices in call handling
Partner Relationships and Engagement
Build and maintain effective relationships with 16 key partners ensuring alignment with the business goals and maintaining open communication
Collaborate with partners to optimize services and enhance team effectiveness fostering a clientcentered approach
Lead Management and Operational Efficiency
Manage lead distribution monitor followup activity and ensure effective lead conversion to support business growth
Regularly track and analyze contact status to ensure SLA adherence making adjustments to meet or exceed service expectations
Run campaigns to drive engagement and improve call centre metrics including customer satisfaction and sales
Statistical Analysis and Reporting
Monitor and interpret operational statistics to assess team performance identify trends and implement improvement strategies
Utilize Excel and other spreadsheet tools to manage data prepare performance reports and present insights to management and partners
Customer Service and Financial Wellness Focus
Apply expertise in financial coaching debt management and customer service to deliver solutions aligned with client financial wellness goals
Oversee customer satisfaction calls manage complaints and maintain high standards of service quality and customer care
Requirements
5 to 10 years of experience in call centre management customer service or a related role preferably with a background in quality control and lead management
Demonstrated experience in financial services debt collection or insurance with a focus on customer financial wellness
Indepth understanding of stats and metrics relevant to call centre operations with a strong command of quality control procedures
Proven leadership and coaching abilities with experience in team management training and professional development
Proficiency in Excel and other spreadsheet tools for data management and reporting
Exceptional communication skills both verbal and written with the ability to build and sustain professional relationships with key partners
Strong attention to detail and commitment to following established processes and procedures
Remuneration Market related
Please forward updated your resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful