BPO Operations Director

1 month ago


Johannesburg, Gauteng, South Africa Energy at Work Projects Full time
Key Responsibilities
  • BPO Operations Management
  • Sales Drive and Management

In this role, you will be responsible for leading and managing the BPO division's operations. This includes developing and executing the overall operational strategy, aligning with the company's goals and objectives.

You will lead a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets. Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.

Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations. Collaborate with cross-functional teams to drive revenue growth, enhance client relationships, and develop new service offerings.

Develop and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor to address their evolving needs and drive long-term satisfaction. Ensure effective quality assurance processes and controls to adhere to service level agreements (SLAs), compliance with regulations, and continuous improvement in service delivery.

Identify and mitigate operational risks, proactively addressing potential issues and ensuring robust business continuity plans. Monitor and manage operational budgets, resources, and costs to optimize efficiency and profitability. Provide regular reports and updates to the executive team, highlighting operational performance, challenges, and opportunities, and making strategic recommendations.



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