Job Description: Head of Operations - BPO
Location: Cape Town, South Africa
Employment Type: Fulltime
Salary: R 70,000 - R 120,000 per month (Depending on your years experience and current salary)
Job Responsibilities:
- Engage with clients to review performance and formulate service improvement plans while addressing operational issues.
- Forecast and analyze data against annual budget figures to ensure alignment and performance monitoring.
- Provide input into process improvement initiatives and budgets, with decisions approved by the departmental head.
- Engage with clients on service optimization and changes to processes or strategies, ensuring effective operational portfolio management of teams.
- Act as a Subject Matter Expert across multiple areas, sharing insights and learnings across the business.
- Oversee the review and agreement of commission structures with Senior Ops Managers.
- Monitor team performance against operating rhythm, investigate deviations, and ensure adherence to daily service levels, customer experience quality, and compliance measures.
- Implement an effective communication model to ensure all teams understand the overall business performance and their impact.
- Motivate and manage performance of Senior Ops Managers to ensure the successful delivery of overall targets and business plans.
- Compile quarterly reports with Senior Ops Managers, addressing areas of improvement.
- Identify and highlight opportunities for service and process improvements, analyzing team metrics to identify areas of excellence to implement across teams.
- Actively engage and coach Senior Ops Managers on operational issues to ensure process optimization.
- Build internal capabilities by collaborating with training delivery teams for ongoing development across all levels.
- Foster relationships with all relevant internal stakeholders (e.g., technology, human capital, facilities) to ensure timely, efficient, and effective support for the operation.
Essential Qualifications:
- Tertiary education in Sales, Marketing, or equivalent experience.
- Sound knowledge of CRM systems.
Desired Experience:
- At least 7 years of experience working at a Senior Management level within a large call center operation.
- 3-5 years of experience managing large teams across multiple campaigns within the outsourced call center environment.
- 2-3 years of experience in managing and developing budgets and financial forecasts.
