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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