QSSR-CCI GLOBAL-OM- OPERATIONS MANAGER

COMPANY NAME– CCI GLOBAL

JOB PROFILE – OPERATIONS MANAGER

1. Purpose

To ensure the effective management of all aspects of the campaign to ensure delivery against client performance  standards.

2. Responsibilities

KRA / Main Outputs and Responsibilities

Detailed Description

A. Ensure efficient operation of the campaign teams

• Respond to escalated customer and system issues from Team Leaders
• Continually evaluate Team Leader performance and conduct regular quality assurance checks of calls and adherence to client processes and procedures
• Ensure Agents and Team Leaders are paid according to Company incentive and commission schemes
• Recruit new employees (Team Leaders) and ensure appropriate training of new employees
• Liaise with the client on campaign issues such as new scripts, product changes and process improvements  Adhere to the Operations Manager Operating Rhythm and monitor adherence to the Team Leader Operating Rhythm

B. Management of the Team Leaders

• Provide daily direction and communication to Team Leaders on campaign performance through regular team talks
• Assist with workforce planning issues
• Assist Team Leaders with warnings and appropriate corrective action for discipline and performance issues.  Coach Team Leaders on workforce issues
• Work with Team Leaders to determine training needs for Agents and Team Leaders.
• Provide a Subject Matter expert role

C. Ensuring continuous improvement of campaign

• Implement methods to improve team operations, efficiency and service to customers and clients.
•  Analyze statistical and performance feedback on teams and coach Team Leaders on performance improvements
• Ensure employees have access to appropriate training and other resources to perform their jobs.
• Provide input into work procedures and processes that support the company and/or departmental procedures.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

D. Financial Management

• Collate and recommend Overtime
• Propose incentives for the team for Line Manager approval.

E. Level of Authority

• Works according to standard guidelines and accepted work practices / norms
• Refers issues not covered by procedures or prior experience to the line manager
• May refer to regulatory requirements, service level agreements and company procedures prior to referring the matter to the line manager.
• Planning time frame is typically 1-3 months

3. Size

Operations Managers generally have 5-7 Team Leaders working for them with a ratio of 1 Operations Manager to 70-90 agents.

Usually work in a team of up to 6-7 colleagues of a similar level.

Role Dependant – budget / single vs multiple customer base – refer to complexity matrix

4. Skills and Competencies

• Planning and Organizational Skills; defining performance standards and meeting service levels; manage resources.
• Leadership skills; ability to lead and motivate a team
• Strong and adaptable communication skills with the ability to influence and motivate
• Business Analysis; ability to analyze and interpret the metrics
• Financial management; understanding of developing and managing budgets and forecasts; control of expenditure and consequences of deviations; commission structures; financial acumen
• Stakeholder relations; managing the expectations of internal and external customers
• Coaching Skills; ability to deliver constructive feedback
• Relationship Management; ability to balance internal vs external customer requirements
• Adaptability / Resilience with the ability to manage under pressure
• Decision making skills
• Initiative / Proactive

5. Experience, Knowledge and Qualifications

• KCSE Certificate or equivalent.
• Tertiary education or equivalent NQF level 5 qualification preferable
• Excellent verbal and written communication skills
• 2-3 years’ experience as a Team Leader in a Call Centre environment
• 1 years’ experience as a Operations Manager in a call center environment
• 6-12 months’ experience in Financial analysis and forecasting
• A good understanding of data / dialer strategies or inbound operations

6. Key Competencies

• Professional behavior
• Excellent attendance and punctuality
• Excellent command of the English/ Swahili language Ability to deliver excellent customer service
• Self-driven
• Customer centric approach
• Ability to multi-task
• Ability to handle and pacify difficult customers
• Effective communication skills – both verbal and non-verbal. Must always be friendly and willing to provide assist others. Basic computer and typing skills
• Must be always punctual and able to put in flexible working hours
• A good listener with sound judgment
• Ability to cope in a fast-paced job environment
• He/she must be able to critically analyze all situations and solve problems efficiently.

7. Essential Requirements:

• Flexible and able to work shifts
• Insurance or Banking experience is advantageous
• Computer Skills
• Degree or Diploma is an added advantage

 

Note: Deadline for applications is not later than 5:00 Pm, March 10th, 2023.

Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL MONITOR TO DISQUALIFICATION.