Head of Operations

Our client in the Client Services BPO industry is currently looking for a Head of Operations, in Durban, Kwa – Zulu Natal.

POSITION INFO : Responsibilities :

• Deliver operational KPIs to ensure contractual obligations are met.
• Ensure internal revenue budget targets and revenue growth targets are exceeded through accurate forecasting, analysing, and reporting on financial performance and identifying areas for growth.
• Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
• Lead, develop, motivate, and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of service.
• Partner with to analyse Employee Satisfaction feedback and develop strategic plans to maximise engagement across the business by building a fun and rewarding environment.
• Create and maintain a strong performance driven working environment.
• Work with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly client business reviews and executive reports.

Requirements :

• At least 5 years’ experience in contact centre operational management and strategic planning with a proven track record of achievement.
• Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
• Organises and manages time effectively to meet commitments.
• Can recognise the root cause of a problem and makes proactive interventions.
• Ability to recruit and build dynamic and highly performing teams.
• Commercial awareness and financial management.
• Thorough understanding of resource optimisation and delivery.
• Excellent client relationship management.
• Experience of managing multiple projects and varying team sizes