16 Sigma call centre Jobs and Work in Cape Town, Western Cape

Operations Manager (Contact Centre Manager)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Utilities Complaints Advisor
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Utilities - Customer Service Advisor
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Prepayment Meters - Utilities Specialist
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Operations Manager (824)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Operations Manager (1044)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Experienced Collections Advisor
Sigma Connected Group —Cape Town, Western Cape 7800
- Full-time
Head: Operations Support
Pepkor Payments & Lending —Cape Town, Western Cape
- Full-time
Workflow Manager
Sigma Connected Group —Cape Town, Western Cape 7965
- Full-time
Business Intelligence Analyst (842)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Business Intelligence Analyst II (842)
Teleperformance —Cape Town, Western Cape 7925
- Full-time
Senior Group Manager - Call Centre Operations Night Shift
WNS Global Services —Cape Town, Western Cape
- Full-time
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Operations Manager (Contact Centre Manager)

Teleperformance -
Cape Town, Western Cape 7925

Apply Now

Job Details

Full-time

Full Job Description

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 needed
Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
Conduct scheduled reviews with The Client on performance delivery and mitigate the consequences of any service level or KPI failures by means of remedial measures within timelines agreed by The Client.
Create and maximize the relationship with The Client.
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance.
Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and The Client to define action plans that resolve issues and drive continuous improvement.
Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet changing requirements.
Attend business reviews with the Client.
Effectively manage a team of team leaders.

Competencies & Skills Required

Solid understanding of how Quality can influence achievement of business objectives
Have an excellent command of the English language
Strong motivational skills to develop people’s attitudes and skills
Excellent communication skills to impart knowledge and information
Committed, enthusiastic, positive and resilient
Able to cope in a high-pressure environment
Comfortable with adapting to fast paced change
Ability to troubleshoot and solve problems through data analysis

Apply Now

Refine Your Search

sigma call centre jobs in cape town, western cape

Operations Manager (Contact Centre Manager)

Utilities Complaints Advisor

Utilities - Customer Service Advisor

Prepayment Meters - Utilities Specialist

Operations Manager (824)

Operations Manager (1044)

Experienced Collections Advisor

Head: Operations Support

Workflow Manager

Business Intelligence Analyst (842)

Business Intelligence Analyst II (842)

Senior Group Manager - Call Centre Operations Night Shift

Other jobs to consider

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