Call Centre Operations Manager, Other, Cape Town. Company Name: Surgo HR & Training.

Our client Based in Cape Town is looking for an Operations Manager to join their fast-growing team within the BPO industry, ranging from insurance, banking and financial services, and utilities to identify opportunities for growth and implement solutions that give a competitive edge. This role is primarily responsible for Client Relationship Management at the Program Level and Performance and People Management.

Work Experience Requirements: 8 years of experience with Life and Annuities  Retirement Plan Services. General loans eligibility and Transaction processing. Hardship Withdrawals and High-Risk Transactions. Pension Risk Transfer. Defined Benefit Plan assessment. Distribution processing including Withdrawal and Rollover. Systematic Eligibility options and RMD discussion. 2 years of experience as a Quality Analyst. Evaluate calls and ensure reps are following business standards. Ensure regulatory standards are complied. CARE Quality certified. LOMA 280 certified. 5 years solid operational experience. 3 years as Assistant Manager. 2 years of experience Lead Assistant Manager and overseeing Quality Reviewer function on high dollar value transactions.

Role/ Responsibilities:  Capacity Planning and staffing plans for the process based on medium term business forecast. Negotiating and finalizing SLAs with the Client. Establishing a review/reporting mechanism with the Client. Developing and approving incentive plans. Develop case studies, show case the business and participate in business acquisition. Review progress of attrition action plans and check effectiveness. Provide leadership to team of lead assistant managers, team leaders and agents. Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations. Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies  Skills: Excellent communication and organization skills. Very good coaching. Capacity planning. Quality check analyst certified. Ability to communicate effectively to a variety of audiences. Ability to provide and support a vision and direction. Ability to work with minimum supervision and in a continually challenging environment. Accepting a high degree of responsibility and accountability for others as well as for self. Deep understanding, appreciation, and demonstration of world-class customer service. Knowledge of MS Office  Excel, PowerPoint, Word.

Location: Based in Cape Town, Western Cape.

Salary: Market Related.

Benefits: Pension Fund Contribution and Medical Aid

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Contact Surgo HR and Training: 0874700317