Site Director

2 weeks ago

Johannesburg, Gauteng, South Africa Believe Resourcing Full time

Location:
Johannesburg

Compensation:
R80,000 - R120,000

Reporting to:
Chief Operating Officer

About our Client:

A global leader in the BPO sector offering world-class CX and Service Centres at all their locations. They service industries such as eCommerce, Retail, Food Delivery, and Technology

Responsibilities:

Your work will directly contribute to us achieving our long term ambitions.

Your key responsibilities will include:

  • Lead the development of our Johannesburg delivery teams, ensuring they have the ability to deliver according to client requirements.
  • Deliver exceptional client satisfaction with delivery, while working with the sales teams to set accurate expectations.
  • Deliver outstanding employee satisfaction for all associates.
  • Manage capacity availability to accommodate new and changing client requirements.
  • Support Sales and PreSales teams in positioning the Service Delivery Center as a source of value for prospective clients
  • Provide formal guidance to commercial teams on minimum pricing thresholds in order to achieve gross profit targets for various service lines.
  • Control expenditure and ensure practical processes are in place to monitor accounting for payments.
  • Nurture and care for a constantly developing operations management team.
  • Ensure optimal data security and adherence to relevant information security regulations.
  • Identify areas for operational improvement across delivery operations and support functions.
  • Build a culture of accountability in which deadlines and targets are met.
  • Ensure cultural behaviours at our Service Delivery Centre are consistently aligned with our broader company values and expectations.
  • Motivate and inspire operations management and staff to achieve great results.
  • Sustainably satisfactory campaign performance.
  • Low to zero campaign churn.
  • Sectorleading low attrition results.
  • Repeatable satisfactory delivery of the company's proprietary operating methodology, Performance Plus.
  • Delivery in alignment with WFM expectations within elements such as utilisation and occupancy.

Requirements:

  • At least 10 years working experience, with at least 5 years in the business process outsourcing and/or customer experience sector.
  • Strengths within operational and tactical campaign delivery.
  • Experience in working in large IT outsourcing MNCs as well as smaller organisations is an advantage.
  • A satisfactory understanding of the BPO and CX market including local competitors.
- "Fire in the belly": A consistently high drive to succeed.

  • An appetite to work collaboratively with frontline associates, working side by side where required to demonstrate best practice to developing teams.
  • Experience preferably from both back office data processing and front office client assignments is an advantage.
  • Experience of managing a minimum of 1000 FTE.
  • Exposure to UK, US, and European clients, often digitally native, ideally with significant clientfacing time.
  • An entrepreneurial attitude and passion to build something of your own.
  • Appreciation and knowledge of developing business functions of HR and IT alongside delivery operations.
  • Strong communication skills both for inhouse communication but also when speaking with prospects and clients.
  • A track record of successfully scaling and developing delivery centres.
  • Nuanced yet servantorientated leadership skills. Demonstrating sensitivity to the needs of our frontline associates is considered a critical need.
  • Effective problem solving skills.
  • A bachelor's degree or higher.
  • Exceptional cultural sensitivity
  • A proven leader of people through mentoring, coaching, and clarity of direction.
  • Experience in leading BBB-EE and DTIC activities.

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