Operations Director

About the Role: The Operations Director is responsible for overseeing and optimising the daily operations the company. They play a critical role in ensuring organisational efficiency, coordinating procedures, and leading teams to achieve strategic goals. The goal is to enhance operational effectiveness, drive growth, and ensure long-term success.Qualifications and Requirements: 5-10 years of experience as a Senior Manager or Head of Department in Operations or equivalent;10 years of experience in Customer Service within a BPO or Contact Centre environment; Bachelor's degree or equivalent, with a postgraduate qualification preferred; Knowledge of industry rules and guidelines; In-depth understanding of diverse business functions (e.g., Quality, Workforce Management, Supply Chain, Finance); Proficiency in data analysis and performance metrics. Duties and Responsibilities: Exceptional organisational and leadership skills;Strong communication and interpersonal abilities; Stakeholder engagement expertise (internal and external); Analytical mindset and problem-solving capabilities; Customer service-centric approach; Results-oriented with a focus on meeting deadlines; Ability to handle stress and manage multiple tasks; Demonstrated leadership aligned with company values; Talent identification and succession planning skills; Emotional intelligence and interpersonal skills. Key Performance Areas: Client Management: Ensure high-level client satisfaction and effective communication. Financial Management: Optimise operational costs and budget utilisation. Communication: Facilitate clear and efficient communication across teams and stakeholders. Operational Management: Oversee daily operations, ensuring efficiency and compliance. Strategic Management: Contribute to strategic planning and decision-making processes.


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