Job Opportunity Senior CampaignOps Manager - Call Center Operations

Boomerang Marketing

Posted on : 05-02-2025

Employer Active

1 Vacancy

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Jobs by Experience

5years

Job Location

Cape Town - South Africa

Monthly Salary

Not Disclosed

Salary Not Disclosed

Vacancy

1 Vacancy

Posted on : 05-02-2025

Job Description

Were on the lookout for an energetic Senior Campaign / Snr Ops Manager to drive our vibrant contact centre to new heights! In this pivotal role youll ensure seamless campaign performance and maintain stellar client relations all while championing quality and excellence. If you have a passion for leadership and a knack for strategic thinking this is your chance to cultivate a highperformance culture and deliver outstanding customer experiences! Join us and be a key player in our success story!

Key Responsibilities:

Meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.

Manage (in partnership with the wider account team) multiple sites to deliver an outstanding Customer Experience .

Manage inspire and motivate a number of Operation/Team / Shift Managers to ensure operational excellence high employee engagement and the achievement of service improvement.

Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.

To proactively maintain regular engagement with key client contacts in line with client expectations.

Ensure delivery of Client KPIs/Sales targets including day to day service levels customer experience quality measures and complianc

measures

Responsible for the development of the operational talent pool by optimizing the skills of the existing team in partnership with our internal

recruitment teams to attract the very best external talent in line with the agreed framework

Ensure IDP (Individual Development Plans) in aid of succession planning and individual talent identification

Support a welldefined Communication and Engagement model in place to ensure all teams understand the performance and also that they understand the needs of their teams

Take responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics

Ensures continuous identification implementation of operational best practice through interaction with the wider team

Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.

Select effectively manage and coach Operations/Team /Shift Managers

Execute a welldefined Communication and Engagement model in place to ensure all of their teams understand the performance of our business

and also that they understand the needs of their teams

Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key work stream

Identify and highlight further opportunities for services and process improvements Essential Experience/Skills

Stakeholder management for daytoday operations.

Act as the first point of contact for any interdepartment coordination.

Monitor and guide a team of Team Leaders to ensure productivity parameters are met.

Manpower planning and resource allocation for peak and lean seasons of business.

Adherence to service and quality benchmarks to provide a worldclass experience for customers.

Manage performance parameters of the Chat team (AHT FRT attrition shrinkage etc.) and take corrective actions where necessary.

Data analysis to identify improvement opportunities in the process.

Run process improvement initiatives and drive efficiency.

Own CSAT/NPS metrics

Action and ensure adherence to required HR and IR policies and process where required

Requirements

Matric/Grade 12 Certificate with English and Mathematics/Lit

Min 7 years proven contact centre management(BPO) operations management or related roles
Tertiary qualification in Contact Centre Management or similar (advantageous)
Ability to manage and influence key stakeholders and Clients
Experience in contact centre/operational Governance
Proven experience in the delivery of reports (WBR/MBR)
South African Citizen
Own Transport
Ability to work 24/7 rotational shifts
High proficiency in English Language (Read Write and Speak)
Criminal Clear

Benefits

Competitive salary and benefits package.

Opportunities for career growth and advancement.

A dynamic supportive work environment with a focus on professional development.

Join a company committed to delivering excellence and driving results in customer service on a global scale.

Must be between the age of 18-29 years. Must have a matric certificate. Must have passed Maths and English. Have good verbal and written skills. Must be customer service orientated. Computer Literate Must bring original ID and Matric certificate upon interview.

Employment Type

Full Time

Company Industry

Key Skills

Apply Now

About Company

Boomerang Marketing

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Job Opportunity Senior CampaignOps Manager - Call Center Operations

Boomerang Marketing

Job Description

Requirements

Benefits

Employment Type

Company Industry

Key Skills

About Company

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