Operational Leadership Specialist

2 weeks ago


Cape Town, Western Cape, South Africa SA Commercial Ltd Full time
Key Responsibilities
  • Operational Leadership: Direct and mentor the Contact Centre team to achieve high-performance results in line with company goals and client expectations.
  • Performance Management: Monitor daily KPIs and analyze metrics to ensure optimal team performance and client SLA satisfaction.
  • Client Relations: Foster strong client relationships through exceptional service, proactive issue resolution, and regular performance reporting.
  • Strategic Planning: Collaborate with senior leadership to develop and implement strategies that enhance efficiency, productivity, and continuous improvement.
  • Resource Management: Oversee staffing, scheduling, and resource allocation to maintain balanced workloads and efficient operations.
  • Process Improvement: Identify areas for operational enhancement and lead initiatives to streamline processes, improve customer satisfaction, and maintain industry standards.
  • Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and key metrics.
  • Compliance & Standards: Ensure adherence to company policies, industry standards, and regulatory requirements, including ISO and quality frameworks.
Requirements
  • Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
  • Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
  • Client-Focused: Excellent client management skills with a track record of meeting and exceeding client expectations and SLAs.
  • Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
  • Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiar with dialer systems and CRM platforms.
  • Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and quality frameworks.
  • Flexibility: Comfortable working night shifts.
Preferred Qualifications
  • Education: Bachelor's degree in business management, operations, or a related field.


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