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Title: Operations Manager
We are a blue chip Company, a leader in the broadcast media sector. Due to expansion and growth, the following position has come up in our organization:
Operations Manager
Responsible for the daily running and management of the various sections within the Operations Department with a view of enhancing, exceeding customer experience, satisfaction and company objectives. The position reports to the General Manager.
Primary Responsibilities:
- Call center management – generate and manage productivity reports, dashboards, efficient workforce scheduling and staff planning, addressing call generators and abandoned calls
- Managing other customer service touch points i.e. banking halls and social media platforms to deliver customer service standards.
- Ensure deployment of call center technologies in accordance with corporate guidelines and standards
- Deploy Quality Analysis standards and initiatives in accordance with corporate standards and guidelines and ensuring any gaps identified are addressed.
- Ensure in-country participation in systems and solutions development life cycle (gathering of requirements, in-country UAT, business readiness and in-country deployment)
- Management of in-country escalations (logging of, reporting on and follow up on execution of any and all escalations) ensuring adherence to escalations standards and guidelines.
- Management of in-country systems integration initiatives (payments, communications, self-help, call centers etc.)
- Ensure deployment of superior first line customer care at all touch points (telephony, mail, web, face to face) according to set standards and guidelines
- Attain and exceed customer service performance metrics (SL, ACR, QA, Annual Corporate Objectives)
- In-country vendor management on Operational issues (Contract, SLA’s etc.)
- Ensure adherence to Risk and Fraud guidelines and standards and the required audits are done and completed
- Deploy churn management initiatives
- Preparation of Operations reports
- Change Management
- People Management and Leadership
Qualifications and Experience
- A University Degree in Social sciences or a Business related field
- At least 5 years’ experience in Operations and Customer Service Management in a managerial position preferably in a busy environment or in the service industry
- Experience in Call Center Management and Banking hall operations
- Strong computer literacy (Microsoft Office applications)
- Subscriber Support Service Management
- Quality Assurance (QA) Management
- Proactive, customer-centric, innovative and creative.
- Excellent communication and presentation skills
- Social and digital platform servicing expertise.
Applicants should submit their CV’s to mcarecruitment@gmail.com with the subject line clearly marked “Operations Manager”: Closing date for the applications is 11th April 2014.
