Head Of Operations

2 weeks ago


Durban, KwaZulu-Natal, South Africa Insphired Full time

Responsibilities:
Deliver operational KPIs to ensure contractual obligations are met.

Ensure internal revenue budget targets and revenue growth targets are exceeded through accurate forecasting, analysing, and reporting on financial performance and identifying areas for growth.

Manage the day-to-day client relationship at operational levels ensuring high levels of Client SatisfactionLead, develop, motivate, and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of service.

Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to maximise engagement across the business by building a fun and rewarding environment.

Create and maintain a strong performance driven working environment.

Work with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly client business reviews and executive reports.


Requirements:

At least 5 years experience in contact centre operational management and strategic planning with a proven track record of achievement.

Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
Organises and manages time effectively to meet commitments.
Can recognise the root cause of a problem and makes proactive interventions.
Ability to recruit and build dynamic and highly performing teams.
Commercial awareness and financial management.
Thorough understanding of resource optimisation and delivery.
Excellent client relationship management.

Experience of managing multiple projects and varying team sizesRemuneration:
R80 000 R per month.
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