Operations manager (contact centre manager)

Overview Job Overview The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign. Qualifications Qualifications and Experience Previous Mid/ Senior Managerial experience (Essential) Previous US working experience Sales Through Service background is essential Strong Excel skills Lean six Sigma background advantageous Bachelor’s degree or equivalent experience in a call centre or business-related field Training Background (Preferred) Minimum 5 years of work experience in Business Process Off-shoring. Minimum 3 years’ Contact Centre Management experience in international Voice/Email/Chat/Tech Support business Proven experience in management of a contact centre Experience in KPI Management Matric/ Equivalent Responsibilities Main Responsibilities (but not limited to) Analyse and maintain all Service Level agreements; implement improvement plans as neede...