Head of Operations

3 weeks ago

Durban, KwaZulu-Natal, South Africa Insphired Full time
Operational Excellence Manager

As a key member of the Insphired team, the Operational Excellence Manager will play a crucial role in driving business growth and delivering exceptional results. This challenging role requires strong leadership and management skills, as well as the ability to motivate and develop a high-performing team.

Key Responsibilities
  • Deliver Business Outcomes: Develop and implement strategies to achieve operational excellence, ensuring that contractual obligations are met and business targets are exceeded.
  • Drive Revenue Growth: Analyze financial performance, identify areas for improvement, and develop plans to increase revenue and profitability.
  • Client Relationship Management: Foster strong relationships with clients, ensuring high levels of satisfaction and loyalty.
  • Team Leadership: Lead, develop, and motivate a team of Operations and Team Managers, providing coaching and guidance to ensure exceptional performance.
  • Employee Engagement: Partner with HR to analyze employee satisfaction feedback and develop strategic plans to maximize engagement across the business.
  • Performance-Driven Environment: Create and maintain a strong performance-driven working environment, recognizing and rewarding outstanding performance.
  • Reporting and Presentations: Collaborate with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly business reviews and executive reports.
Requirements
  • Operational Management Experience: At least 5 years of experience in contact center operational management and strategic planning, with a proven track record of achievement.
  • Leadership and Management: Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
  • Time Management: Organize and manage time effectively to meet commitments.
  • Problem Solving: Recognize the root cause of problems and make proactive interventions.
  • Team Building: Ability to recruit and build dynamic and highly performing teams.
  • Commercial Awareness: Commercial awareness and financial management.
  • Resource Optimization: Thorough understanding of resource optimization and delivery.
  • Client Relationship Management: Excellent client relationship management.
  • Project Management: Experience of managing multiple projects and varying team sizes.
Remuneration
  • Competitive Salary: R80 000 per month.

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