Operations Director Cape Town, Western Cape Full-time, Permanent Position R90 000 CTC Per Month, PlusMedical Insurance and Group Cover About our Client: Our client is a forward-thinking and innovative company, dedicated to delivering exceptional customer experiences. They are committed to fostering a dynamic and inclusive work environment that values teamwork, continuous improvement, and customer-centricity. Why join them? Our client prioritises putting customers and communities first, embraces change with innovation, and thrives through teamwork. In joining them, you will be part of a values-driven and dynamic workplace. About the role: The Director of Operations will oversee and streamline daily campaign operations. Your role will involve managing procedures, coaching teams, and ensuring productivity. As a leader, you will identify and implement efficient business strategies to enhance overall efficiency and drive sustainable growth. Requirements: 5-10 years proven experience as Senior Manager / Head of Department in Operations or equivalent position; 10 years experience in Customer Service with a BPO or Contact Centre environment; Bachelor's degree or equivalent and a postgraduate qualification; Knowledge of industry's rules and guidelines; In 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 metrics; Familiarity with Google Suite and various business software (e.g. ERP, CRM); Strong leadership skills, excellent communication skills, industry knowledge, problem-solving skills, and stress tolerance. Key Responsibilities: Liaise with internal and external senior leadership and stakeholders to make decisions for operational activities and set strategic goals; Plan and monitor the day-to-day running of business to ensure smooth progress; Supervise team members from different functions across a number of Geo's and provide constructive feedback; Evaluate regularly the efficiency of business procedures according to organisational objectives and apply improvements; Manage procurement processes and coordinate material and resources allocation; Oversee customer support processes and organise them to enhance customer satisfaction; Review financial information and adjust operational budgets to promote profitability; Revise and/or formulate policies and promote their implementation; Manage relationships/agreements with external partners/vendors; Evaluate overall performance by gathering, analysing and interpreting data and metrics; Ensure that the company runs with legality and conformity to established regulations.
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