Overview Of Role The Director of Operations main purpose is to organise and oversee the daily operations of a specific or number of campaigns. You will be the one to ensure that our business is well-coordinated and productive by managing its procedures and coaching its people.
The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. You must be competent and able to plan many different kinds of operational activities. You must be an excellent leader who can discover the most efficient ways to run the business.
The goal is to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success.
Responsibilities Liaise with internal and external senior leadership and stakeholders to make decisions for operational activities and set strategic goalsPlan and monitor the day-to-day running of business to ensure smooth progressSupervise Team Members from different functions across a number of Geo's and provide constructive feedbackEvaluate regularly the efficiency of business procedures according to organisational objectives and apply improvementsManage procurement processes and coordinate material and resources allocationOversee customer support processes and organise them to enhance customer satisfactionReview financial information and adjust operational budgets to promote profitabilityRevise and/or formulate policies and promote their implementationManage relationships/agreements with external partners/vendorsEvaluate overall performance by gathering, analysing and interpreting data and metricsEnsure that the company runs with legality and conformity to established regulationsRequirements and Skills Excellent organisational and leadership abilitiesOutstanding communication and people skillsKnowledge of industry's legal rules and guidelinesFamiliarity with Google Suite and various business software (e.g. ERP, CRM)Technical and Behavioral CompetenciesExcellent verbal and written communication skillsStakeholder engagement (internal and external)AnalyticalCustomer Service-CentricResult and deadline-drivenStress toleranceLeadership in line with the company's leadership valuesMultitaskingInfluencerStrong leadership capability in the context of managing diverse teams.Problem solverEmotional intelligenceInterpersonal skillsIdentify talent and develop successorsEducation and Experience Requirements 5-10 years proven experience as Senior Manager / Head of Department in Operations or equivalent position10 years experience in Customer Service with a BPO or Contact Centre environmentBachelor's degree or equivalent and a postgraduate qualificationKnowledge of industry's rules and guidelinesIn depth knowledge of diverse business functions and principles (e.g. Quality, Workforce Management, Supply Chain and Finance etc.)5+ years working knowledge of data analysis and performance/operation metricsLocation This role is based onsite
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