The Ugandan Jobline

Job Title:   Centre Manager/BPO Expert

• Responsible
  for handling operations processes and functions across various centers.
• Understand
  customer requirements. Develop solutions to address the business problem
  of the customer.
• Manage
  large scale program management including transitioning projects.
• Will
  be heading and providing functional leadership to the operations of the
  center.
• The
  incumbent will have overall accountability for the entire BPO operations
  of multiple programs with multiple shift operations.
• Oversee
  the operational activities and challenges and ensure resources match
  workloads to provide cost effective, high quality service within agreed
  SLAs and timelines.
• Establish
  mechanisms to ensure enhancement in the overall productivity, volume and
  competence levels of the BPO division through strategic interventions.
• Create,
  mentor and lead an effective team.
• Build
  and maintain effective long-term relationships with key members of the
  client team.
• Focus
  on areas of non-conventional growth and/ or revenue streams.
• Oversee
  the BPO process independently and ensure business profitability.
• Drive
  business and interfaces with the clients.
• Responsible
  for continuous business process improvements.
• People
  Development
• Product
  goals achievement
• Provide
  customer service expertise and thought leadership across processes
• Overall
  product positioning, Pricing and strategy
• Determining
  product roadmap
• Driving
  product improvements through Product benchmarking and analyzing market
  data and trends.
• Develop
  resource plans commensurate with project deliverables and work with Human
  Resources and Staffing to define and hire right skills for the product.
• Identify
  opportunity for growth of the product and participate in transitions.
• Drive
  best practice sharing across all processes.

• Center
  P & L
• Client
  relations
• Customer
  satisfaction survey
• Process
  deliverables
• People
  development initiatives
• Center’s
  productivity
• Other
  key management attributes & Key Performance Indicators (KPIs) as
  agreed.

• The
  ideal candidate should have graduate qualifications in Engineering or an
  MBA Post graduate (Management)
• At
  least ten to fifteen years’ experience. The incumbent should have
  experience in the field of BPO/ Call Center with a minimum of three years
  in the senior management capacity.
• Excellent
  Communication skills
• Excellent
  analytical skills
• Good
  interpersonal skills
• Problem
  Solving skills
• Mentoring
  skills
• Decision
  making skills
• Strong
  planning skills
• Strong
  organizing skills
• Skilled
  in strategy and business development
• Strong
  leadership skills,
• High
  on initiative and ability to manage ambiguity

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