Buwelo Ghana Opens New Job Opportunities. They are looking for an experienced and dynamic director of Operations to help us triple our size in Ghana within the next 6 months. Our plan is to grow fast and with several clients, so we need someone that has experience and can make a difference!
Responsibilities:
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
- Manage and expand client and coworker relationships,
- Find and close new revenue opportunities within the existing client base,
- Insure compliance with regulatory agency guidelines and standards.
Knowledge, Skills, & Experience Requirements
- Bachelor degree or higher preferred,
- Minimum 5 years of Call Center/Contact Center management experience,
- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
- Exceptional ability to develop and manage results-oriented recruiting and training programs,
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
- Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
- Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),
- Proactive, dynamic, a lot of energy, willing to go the extra mile
- Experience with the US market or European market is a +
What we offer:
- Competitive package
- Working for an International BPO company with high potential
- Career path and learning opportunities
- Work for a company that cares
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