BPO Manager
Location: Abuja, FCT
Job # 576277
Date Posted: 27-06-11
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The successful applicant will be in charge of the BPO functions of the company. This includes Contact Centre and Document Management Solutions (DMS). Aside from ensuring day-to-day adherence to customer Service Level Agreements (SLAs), she/he will work closely with the Sales and Marketing team to develop new products and services for various industries.
The successful applicant will be a leader with strong management and analytical skills. He/she will be a self-starter and be able to work with little or no supervision. Remuneration will be based partly on performance.

Job Responsibilities:

Client Management:

· Ensure that customer SLAs are maintained or exceeded
· Participate in client meetings and presentations
· Oversee the production of periodic reports for clients

Productivity & Planning:

· Plan and manage staffing levels within the BPO facility
· Ensure efficient utilization of company assets and resources within BPO facility

Sales & Marketing:

· Serve as the interface between the Sales organization and the BPO
· Assist in the development of sales opportunities
· Assist in the development of new products and services

Human Capital Management

· Ensure employee and contractor are periodically appraised
· Recognize and manage talent within the BPO facility

Skills Required:

Strong leadership and coaching skills. Ability to lead teams and focus efforts on specific goals.
Strong written and verbal communication skills. Ability to prepare succinct written reports and make professional oral presentations
Strong analytical skills. Demonstrated ability using spreadsheets to analyze data and prepare charts and graphs.
Computer literacy. Strong demonstrable proficiency with Microsoft Office – Excel, Word, PowerPoint and Databases.
Customer Relationship. Experience in a customer-facing tasks.
Self-Starter working under minimal supervision.

Experience and Qualification:

Good Bachelors degree from a reputable university
5-6 years work experience
Preferably in an Operations role
At least 2 years should be in managerial role
Previous work in a Call Centre is an added advantage
Previous work in a technology environment is an added advantage


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