Job Title: Senior Operations Manager (6 Posts)
Job Category: Accounting/Management/Economics/Finance
Posted Date: 15.04.2015
Date of Expiry: 15.04.2015
Organization: Q Sourcing Limited
Job Location: Kampala, Uganda
Job Details.
Responsibilities:
- The Manager is the immediate floor manager that support and manages Customer Service Associate (CSA) teams on a day-to-day basis.
- Directly responsible for 400-500 CSAs depending on process requirements. They are responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork.
- Manage a large team comprising of AM’s, Shift In Charge and Team leaders with 500 plus agents for a Voice. Relationship management with clients and handling escalations for quick resolution.
- Client coordination. Service delivery (24 X 7 Operations). Achieving operational efficiencies & targets. Ensuring high level of quality deliverable & customer satisfaction.
- Analyzing MIS reports to capture trends and process improvements. Scheduling and optimization for better agent utilization. Change management through coaching and mentoring.
- Training need analysis. Reward and recognition for employee motivation. Appraisals, retention and recruitment. Performance management for higher performance and regular reviews with the teams.
- Coordination with support departments and other functions. Process improvement and implementation. Ensure SLA compliance by regular quality checks and reviews.
- Review key MIS, identify areas of non-compliance & evaluate options to address the same. Lead involvement in Cross functional initiatives/projects.
- Identify process improvement opportunities and champion them as PE Projects. Identify potential issues that may arise in the performance matrix of a process & tackle the same on a proactive basis.
- Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest. Evaluate and compute the FTE + Bench ratio on a process-by-process basis.
- Ensure adequate staffing based on process requirement, attrition trends, process complexity etc. Front-end with the client on all process related issues including negotiation on SLAs.
- Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction. Manage customer relationships on an on-going basis.
- Provide input required for attracting potential customers. Determine staffing requirements on a continuous, proactive basis & develop a plan to fulfill the same.
- Resolve all people issues escalated by the Manager, determine their satisfaction levels & identify means of positively impacting the same.
- Appraise each Team Leader, create a development plan and identify training needs. Demonstrate strong Customer Service ethic in the team through active communication, regular updates & meetings.
- Develop leaders and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating.
- Identify capability gaps & ensure that the resources required to bridge the same are provided.
- Develop career paths for key positions within the department. Act as a role model & ensure high levels of accessibility for employees at all levels.
- Escalate issues that have larger organizational impact in a timely manner. Provide input for organizational policies and procedures. Ensure that there are contingency and back up plans in place.
- Work with the HR Team on rolling out Performance Management Programs, HR Policies, retention plans, etc.
- Ensure employees have a clear understanding of company business goals & performance expectations
- Promotes an effective working environment
- Provides leadership while coaching CSA’s to improve skills and ability
- Conducts root cause analysis to identify performance improvement areas
- Provides continuous feedback in the areas of recognition, corrective action and succession planning
- Monitors a minimum of 10 calls per CSA per month (exact number will vary by process)
- Building team cohesiveness through staff meetings, team goal setting and brainstorming
- Working with the Training team, responsible for the development of CSA’s including on the job training, motivation and coaching to reinforce required skills.
- Creates and implements incentives to inspire the achievement of set goals.
- Responsible for follow up and resolution to CSA issues.
- Responsible for the daily operation and productivity of assign projects
- Consults with HR on matters of recruiting, hiring, corrective action and discharge
- Administers company policies and procedures consistent with sound judgment and an element of fairness.
- Works on other projects as requested.
Qualifications:
- Graduation Degree or Post Graduation Diploma or Degree in Management
- 1-2 years customer service supervision/management experience, in a call center environment.
- Good level of understanding of the operations process with respect to manpower scheduling, workflow, work assignments, efficiency, occupancy, project cost analysis, ACD applications.
- Solid work experience with Customer Service, Support or Sales (as relevant)
- Proactively works with customers to establish rapport
- Demonstrates knowledge and understanding of products and services available to the customer
- Supports colleagues by helping on customer contacts within area of expertise
- Is punctual at all times, recognising the importance of this to colleagues & the smooth running of the team
- Passes on useful information to team
- Encourages and helps others to improve performance in line with business goals
- Gives on the job coaching and developmental support
- Communicates effectively & comfortably in writing and verbally with internal & external customers
- Adapts communication style to the customer
- Presents a professional, friendly and caring image to the customer
- Consistent in delivering customer standards and service levels despite repetition of task
- Tracks results and achievements against plan
- Maintains quality customer handling of calls despite difficult nature
- Excellent time management and organizational skills
- Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible
- Takes action to make individuals and a team more effective
- Ability and aptitude to recognise potential problems, unfavourable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the client
- Evaluates alternative solutions to problems
- Responds positively to changing requirements or team changes
- Accepts and adapts to the changing environment
- Uses logic to persuade
- Plans and tailors an influencing approach
- PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.)
- Has a high level of company and product knowledge to ensure the customer is given full and correct information.
- Keeps up to date with product developments, through self-study on internet etc.
- Must be flexible to meet the needs of the business, in addition to working before and after team shift.
To Apply:
All suitably qualified and interested candidates are invited to send a comprehensive CV by e-mail torecruitment@qsourcing.com.
Note: Kindly mark your application “The JOB YOU ARE APPLYING FOR” in the subject line of your
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