Senior Operations Director

1 month ago

Cape Town, Western Cape, South Africa Telebest Full time

Company Overview

Telebest is a leading organization in the BPO industry, dedicated to delivering exceptional customer experiences.

 

Salary

We offer an estimated annual salary of $120,000-$180,000 for this role, depending on location and experience.

 

Job Description

As a Senior Operations Director at Telebest, you will play a crucial role in driving operational excellence and strategic growth. Your primary responsibilities will include:

 

  • Developing and executing innovative customer delight programs to elevate the overall customer experience.
  • Strategically planning and executing operations to achieve the organization's goals and objectives.
  • Exceeding BPO metrics consistently
  • Proactively anticipating market conditions and introducing groundbreaking approaches to stay at the forefront of the industry.
  • Leveraging excellent persuasion skills to drive business growth with a strategic customer service excellence mindset.
  • Navigating a fast-paced and dynamic environment with exceptional flexibility and confidence.

 

Required Skills and Qualifications

To succeed in this role, you will need:

 

  • A minimum of 2-3 years of remarkable experience in BPO operations, showcasing exceptional expertise in call center management.
  • Possession of financial sector experience.
  • An in-depth understanding of BPO/contact center operations, competition, and market trends.
  • A proven track record in operational delivery, operational process management, change management, and administrative leadership roles.
  • Familiarity with diverse business functions and operations best practices, encompassing voice, chat, email, back-office, workforce management, training, quality, resourcing, customer service, and sales.
  • Advanced proficiency in data analysis, statistical process control, and leading cross-functional teams to deliver exceptional results, including budgeting, financial control mechanisms, and delivery on Revenue targets.
  • A wide spectrum of operations and P&L responsibilities, skillfully multitasking across multiple business operations.
  • The ability to conduct comprehensive and effective weekly, monthly, and quarterly business reviews, facilitating informed decision-making.
  • Lean Six Sigma Green Belt certification.

 

Benefits

We offer a competitive benefits package, including health insurance, retirement plans, and opportunities for professional growth and development.

 

Others

If you are a motivated and experienced professional looking to drive operational excellence and strategic growth, we encourage you to apply for this exciting opportunity.

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