Call Center Manager (Chef De Plateau)

Activeline is a subsidiary of Harel Mallac Technologies and provides world class Payroll and Business Process Outsourcing solutions to a plethora of Clients internationally. Harel Mallac Technologies and ACTIVELINE are part of the Harel Mallac Group of companies listed on the stock exchange in Mauritius.

Activeline is currently looking for talented, passionate, innovative, agile, energetic people with integrity and the desire to succeed.

Activeline is an Equal Opportunity EmployeActiveline is an Equal Opportunity Employer. Please consult our Privacy Notice on www.harelmallac.com to know more about the way in which we use your personal data.

Purpose of RoleTo contribute to the overall business strategy for the Activeline Business Process Outsourcing (BPO) model through active participation within the Activeline Call Centre.

Key Tasks and Responsibility:1.1. Reporting to the Site Manager (Directeur du Site), the Call Center Manager (Chef De Plateau) guarantees Team Performance and Customer Satisfaction across all services.2. He/She will ensure the proper application of policies and coordinates the actions to be implemented with the Supervisor (Superviseur) and the Call Center Agents.3. Must manage the Portfolio of clients.4. Ensures that each project and service is delivered according to the Service Level Agreement (SLA) agreed with clients.5.5. Set objectives for the Team and ensure that they are achieved according to pre-determined deadlines.6. Identify areas for training needs & improvement and implement an action plan accordingly.7. Must have a global vision of international clients and the application of different services in different international markets. 8. Must report weekly, on all statistics to the site Manager.9.9. Must conduct regular weekly meetings with all Call Center Agents and Supervisor in order to ensure that service levels and client expectations are communicated to all stakeholders within each departments. This will ensure that KPI’s and Objectives are achieved by Call Center Agents.10. Continuously monitor the quality control measures put in place by the Supervisor, to ensure the calibre of each Call Center Agent and ensure Service Excellence is at the desired level. 111. Must regularly monitor Call Center Agents, listen to live calls, participate in training sessions in order to ensure quality control and ensure Call Center Agents are working according to the scripts and procedures that they have been trained to do. Must also perform targeted listening of live calls with random Call Center Agents to further ensure the Quality Control and Service Delivery.12. Identify top performers within the team.13. Ensure that all IT equipment is in a 100% working condition by receiving a daily update from the Supervisor.

Requirements:1.1. Must have a diploma in Business Management or equivalent.2. Must have a minimum of 5-years’ experience and a proven track record as a Call Center Manager (Chef De Plateau) preferably in the Business Process Outsourcing (BPO) environment.3. Comprehensive understanding of a Call Centre operation.4. Innovative, Analytical and goal oriented.5. Demonstrable experience with customer engagements within a Call Centre environment.6. Thorough knowledge of Call Centres.7.7. Full understanding of inbound and out bound Call Centres.8. Must be able to speak, read and write in fluent French and English.9. Excellent communication and telephonic skills.10. Must be very organized and have a proactive approach to anticipate and alleviate problems.11. Must have excellent listening and interpersonal skills.12. Must have a minimum of 5 years’ experience within a call center that handled incoming and outgoing calls.13. Must be proficient with all Microsoft Office software & CRM systems including Hermès V5.14.14. Ability to collaborate and create professional relationships with all stakeholders.

Competencies:1. Able to work in a fast paced, multi culture international environment2. Excellent people management skills (for Managers and Training Manager)3. Ability to adapt to change (we will screen with competency based questions)4. Enthusiastic approach to the new BPO model5. Able to think and deliver out of the box, innovative thinking6.6. Must be able to multitask.7. Must have an agile, proactive, innovative sales approach and ability. 8. Ability to work autonomously.

Only applicants who meet the requirements set out above should send their applications to hmt.talents@harelmallac.com. Only applicants who meet the criteria listed above will be contacted.

Closing date: 11 DEC 2020