Job Description: Director of Operations
Location: Cape Town, South Africa
Job Type: Full-time
US campaign
Job Responsibilities:
- Manage the growth and development of the client portfolio.
- Monitor the successful delivery of operational targets according to client agreements.
- Review performance metrics on a weekly basis and address service issues with relevant managers.
- Ensure compliance with service levels, customer experience, quality, and compliance measures on a monthly basis; address any inconsistencies.
- Devise and monitor the implementation of effective communication structures, ensuring all teams understand overall business performance and their impact.
- Motivate and manage the performance of Head of Ops / Senior Ops Managers within the operation to ensure delivery of overall targets and business plan.
- Enhance the quality of customer interactions while ensuring all regulatory and legal obligations are met across all interactions.
- Deliver cost efficiencies and increase Customer Satisfaction Scores.
- Manage client relationships and requirements to ensure teams are delivering against agreed targets.
- Review rolling forecasts for 12 months and evaluate against other areas to ensure ongoing business viability and growth.
- Focus on the ratification and approval of all resource plans and proposed continuous improvement initiatives, sharing these across the section.
Essential Qualifications:
- 10 years’ experience working at a senior level leading a service-driven contact center.
- 3 years’ experience in managing and developing budgets and financial forecasts.
- 5 years’ experience managing a large outsourced contact center operation.
Desired Experience:
Extensive experience in BPO and client relationship management is preferred to succeed in this role.
Salary & Benefits:
- Monthly Salary: R100,000 - R180,000 Depending on your current salary and years experience
- Benefits include (details to be provided by the company).
If you are passionate about operational excellence and meet the qualifications outlined above, we invite you to apply for this exciting opportunity at CCI Global.
