Call Center Manager Location Foreshore, Cape Town Job Type Full-Time Our client a BPAAS (Business Process as a Service) company based in Cape Town specialists in operations management and analytics is looking for a Call Center Manager (otherwise known as an Assistant Vice President), for both their UK and Australian campaigns.

Essential Functions: Formulation and execution of capacity and staffing plans based on medium term business forecast. Negotiating and finalizing SLAs with the Client - contract negotiation. Implementing revenue and cost plans. Establishing a review/ reporting mechanism with the Client. Developing and approving incentive plans. Identify and champion black belt improvement projects. Review the progress of attrition action plans and check effectiveness. Provide leadership to team of Managers, Asst. Managers and Executives. Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

Requirements: Minimum 8 years work experience; preferably from BPO Call Center background. Should have managed Teams for at least 3 years, Graduation from a University or Government - recognized private college degree program or 15 Years of education including a diploma of three (3) years or more from a Government registered and nationally recognized educational institution (Preferably a Post Graduate) 

Skills Required: Excellent Communication skills. Good Computer navigation skills. Good keyboarding speed. Basic knowledge of off-shoring technology set-up like Bandwidth utilization etc. Inbound call center experience is essential. Some level of experience in Back-office transaction processing preferred. Reasonable level of business perspective and capability to drive improvements based on benchmarks. Strong people management and leadership skills. Process Excellence methodology. Good cross-functional appreciation and capability to team with relevant others to drive business objectives Working Hours. UK campaign operates from 10:00am to 12:00pm, Monday to Sunday. Australian campaign operates from 11:00pm to 09:00am, Monday to Sunday Salary. R 40,000pm to R 60,000pm CTC, depending on experience and skills set If you meet the above mentioned requirements,

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position. We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Send us your CV via this job board or send your CV to: recruitment@surgo.co.za