Vice President -Operations - JHB

SUMMARY:
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POSITION INFO:

We are currently seeking a Vice President of Operations with BPO experience, ideally with a background in the banking industry, who possesses a strong sense of resilience and contributes significantly to business outcomes.

Duties & Responsibilities:

• Ensure seamless support experiences for Customer Care, Sales, and Collections clients, resulting in superior satisfaction ratings.
• Cultivate deep, trusted relationships with key clients served by the team.
• Serve as the primary relationship manager for clients supported by your team.
• Develop expertise across all functional areas of the team.
• Address client concerns promptly to maintain high satisfaction levels.
• Identify and mitigate risks for at-risk clients by allocating appropriate resources.
• Analyze metrics from various sources to identify service issues, determine root causes, and implement necessary changes.
• Interpret metrics to address daily staffing challenges and plan for long-term staffing needs.
• Monitor queues across functions daily to ensure compliance with SLAs.
• Collaborate with leaders from other service areas to identify and promote best practices.
• Implement regular process improvements to enhance client service and collections experiences.
• Coordinate with other departments to fulfill responsibilities effectively.
• Provide leadership across the multi-function team, fostering open communication internally and with clients.
• Motivate the team to deliver outstanding cultural and operational performance.
• Optimize team efficiency and productivity through effective management.
• Collaborate with subject matter experts (SMEs) to ensure training needs are met and processes and controls are up to date.
• Develop team members and facilitate career progression across service disciplines.
• Effectively manage and develop functional team managers, supervisors, leads, and seniors.
• Partner with Quality and Training teams to ensure consistent service expectations.

Knowledge, Skills, and Abilities:

To excel in this role, the individual should possess the following skills and abilities:

• Proficiency in call center software and metrics.
• Experience in staffing and scheduling to ensure adequate call center coverage.
• Ability to evaluate individual and team performance and implement goals to enhance efficiency and customer satisfaction.
• Capability to quickly and strategically address fluctuations in call center volume.
• Leadership in driving departmental and organizational initiatives that align with call center operational goals.
• Experience as a trusted escalation point for clients, understanding when to advocate on behalf of clients and the call center team.
• Proficiency in analyzing and presenting reports to senior management.
• Collaborative hiring, training, motivation, and engagement of teams.
• Strong communication skills, both verbal and written, including public speaking.
• Analytical and problem-solving abilities.
• Excellent organizational skills and prioritization capabilities.
• Adaptability in managing changing priorities in a fast-paced environment.
• Ability to build and maintain trust with internal teams and clients.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) and internet research.
• Experience in management, supervision, and performance management.
• Strong motivational and coaching skills.

If you meet these qualifications and are interested in joining our dynamic team, please reach out to discuss further.