Call Center BPO Manager
1 month ago
Salary Range: Confidential
Call Center BPO Manager
Salary: Gross salary of Kshs. 80,000 – 120,000
Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit a Call Center BPO Manager.
The successful candidate will be responsible for overseeing and managing the operations of a call center outsourcing facility. This position is responsible for ensuring efficient and effective call center operations, meeting performance targets, and delivering exceptional customer service.
Duties and Responsibilities:
1. Team Leadership:
- Lead, mentor, and motivate a team of call center agents and supervisors.
- Set performance goals and monitor progress through regular performance evaluations.
- Conduct training and development programs to enhance staff skills and knowledge.
2. Operational Management:
- Plan and manage daily call center operations, ensuring adherence to established processes and
- service level agreements (SLAs).
- Monitor call queues, agent performance, and call quality.
- Implement strategies to optimize call center efficiency and productivity.
3. Client Relationship Management:
- Build and maintain strong client relationships by understanding their needs and addressing concerns promptly.
- Collaborate with clients to define performance metrics and key performance indicators (KPIs).
4. Quality Assurance:
- Implement quality assurance processes to maintain high service standards.
- Regularly review and assess call recordings and customer interactions to identify areas for improvement.
5. Reporting and Analysis:
- Prepare and analyze reports on call center performance, including call volume, response times, and customer satisfaction.
- Use data driven insights to make informed decisions and improve operational efficiency.
6. Resource Management:
- Manage staffing levels, including hiring, scheduling, and workforce planning.
- Allocate resources effectively to meet service level targets.
7. Technology Utilization:
- Oversee the use of call center software and technology to streamline processes and enhance customer interactions.
- Identify opportunities for technology upgrades and improvements.
8. Compliance and Security:
- Ensure compliance with industry regulations and data security standards.
- Implement and maintain policies and procedures for data protection and privacy.
- Bachelor's degree in business management, communications, or a related field.
- Proven experience in call center management or BPO operations, with a track record of achieving performance targets.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and customer relationship management (CRM) tools.
- Data driven decision making skills and proficiency in data analysis.
- Knowledge of industry-specific regulations and best practices.
- Strong problem solving and conflict resolution skills.
- Ability to adapt to a fast paced and dynamic work environment.
- Results oriented and focused on achieving performance goals.
- Customer centric mindset with a commitment to delivering exceptional service.
- Detail oriented and organized.
- Strategic thinker with the ability to identify and implement process improvements.
- Strong leadership and coaching skills to develop a high performing team.
- Ability to handle high pressure situations and make sound decisions.