Site Director

2 weeks ago

Johannesburg, 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.
- Sector-leading 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 client-facing 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 in-house communication but also when speaking with prospects and clients.
- A track record of successfully scaling and developing delivery centres.
- Nuanced yet servant-orientated 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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