Operations Director
Our Operations Director leads a dynamic team of managers and coordinators, dedicated to maintaining and exceeding key performance indicators and quality standards for our online teaching center operations. This role involves overseeing multiple aspects of daily operations, providing general support, and ensuring the smooth and efficient running of the 24/7 operation, Johannesburg online teaching teams. The Operations Director will embody EF's core values, mission, and culture, acting as a guiding force for the Johannesburg operations team. This position requires flexibility to work in rotating shifts. The ideal candidate will be very curious, never satisfied, very numbers and data-focused, and ready to roll up their sleeves for day-to-day tasks while also thinking strategically to conceptualize future solutions.
Primary Responsibilities Include:
Oversee daily operations of a team comprising in-center managers and coordinators, addressing all teacher support inquiries, performance issues, payroll, and contractual matters, including terminations. In escalated situations, the Director will also engage with remote Independent Contractors to resolve contractual issues.
Evaluate and improve teacher performance metrics, taking necessary actions to boost both teacher and center performance and KPIs.
Track productivity levels and implement strategies to enhance productivity and improve efficiencies as needed.
Collaborate with the central team to provide feedback and drive platform and production improvements.
Coordinate with external third-party teams, including payroll, labor lawyers, and suppliers, to ensure smooth operations.
Conduct ongoing reviews of service-related and financial data to identify problems/trends and propose innovative solutions.
Compile and reconcile monthly invoices and financial reports from multiple data sources.
Stay updated on all basic center policies to assist team members with various projects as needed.
Recruit and develop the operations team to meet the evolving needs of the center.
Ensure compliance with all company policies and Occupational Health and Safety (OHS) regulations.
Essential Requirements:
Bachelor's degree in a business-related or data-driven field, with fluency in English.
Minimum of 4+ years of management experience and at least 2 years of proven experience in a finance, data and KPI-driven work environment.
Strong data and numbers understanding, with an ability to chase efficiencies.
Exceptional attention to detail, strong written and verbal communication skills, and a very high proficiency in Excel, PPT presentations, and experience with BI systems.
Demonstrated ability to understand contractual issues and exercise excellent discretionary judgment, engaging in challenging conversations in a results-oriented yet diplomatic manner.
Adaptability to quickly switch gears and adopt a "start-up" mentality to address and resolve emerging challenges within a growing team.
Preferred:
Experience in call centers and/or financial institutions.
Reports to:
Center Director and is based in-center at the teaching office located in Bryanston, Johannesburg. Please note this is not a WFH position.
#J-18808-Ljbffr
