Chief Operations Strategist
4 days ago
Company Overview:
Mindmatch Consulting is a renowned consulting firm dedicated to providing exceptional services to our clients. We are seeking an experienced and results-driven Chief Operations Strategist to oversee our contact centre operations.
About the Role:
We are looking for a highly skilled and motivated individual to lead and manage our operational teams. The ideal candidate will have excellent leadership skills, be able to motivate and engage the team, and drive business objectives through key performance targets.
Main Responsibilities:
- Oversee day-to-day operations of the contact centre, ensuring efficiency and productivity.
- Manage and mentor teams of agents, team leaders, and campaign managers to achieve high-performance standards.
- Implement processes to drive continuous improvement, focusing on sales, service quality, and customer satisfaction.
- Analyse performance metrics to identify areas for improvement and implement measures to enhance operational delivery.
- Collaborate with support departments to resolve escalated issues promptly.
- Create a positive work environment that promotes teamwork and professional growth.
Key Deliverables:
The successful candidate will be responsible for:
- Ensuring a consistent and positive customer experience for clients.
- Maintaining service quality by aligning customer service strategies with the company's global vision.
- Adapting metrics to meet specific client needs and expectations.
- Providing guidance, coaching, and mentorship to direct reports.
- Setting relevant targets and KPIs for the contact centre team.
- Monitoring individual and team performance to ensure targets are met or exceeded.
- Developing and executing incentive programs to drive a high-performance culture.
Risk Management:
The Chief Operations Strategist will be responsible for mitigating risks associated with contact centre operations, ensuring regulatory compliance, and adhering to company policies and guidelines.
Skills and Qualifications:
The ideal candidate will possess:
- A proven track record of developing and nurturing improved performance across customer service and operations.
- Strong influence management skills.
- General business analysis skills.
- Proactive strategic thinking.
- Client-focused with tenacity to resolve issues and conflict.
- Stakeholder, service, and solution-oriented with high problem-solving capacity.
- Ability to develop and review company policies and standard operating procedures.
- Ability to work effectively with senior and executive-level employees.
- Strong commercial background and experience.
Education and Experience:
The successful candidate will have:
- A Matric certificate, with Tertiary education preferred.
- 10-15 years' experience in a similar role in operations in a GBS or BPO.
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