Operations Director

2 months ago


Johannesburg, Gauteng, South Africa ABC Worldwide Full time
{"heading": "Job Title: Operations Director", "subheading": "Join ABC Worldwide as we seek a highly skilled Operations Director to lead our Call Centre Operations.", "description": "As Operations Director, you will be responsible for overseeing the day-to-day operations of our Call Centre, ensuring that our internal and external clients receive the highest level of service. You will be the first line of management and will be directly responsible for managing a team of FTEs. Your key responsibilities will include developing and implementing call centre strategies, improving systems and processes, and managing call centre staff. You will also be responsible for ensuring that our business functions are managed in association with all internal and external stakeholders.

Key Responsibilities:

* Develops call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
* Maintains and improves call centre operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans
* Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees
* Meets call centre financial objectives by estimating requirements, preparing an annual budget, and analysing variances
* Prepares call centre performance reports by collecting, analysing, and summarizing data and trends

Requirements:

* 10-12 years of operations, customer services leadership/management experience in a call centre environment
* Good level of understanding of the operations process with respect to manpower scheduling, workflow, work assignment, efficiency, occupancy, project cost analysis, ACD applications
* Post Graduate Diploma in Management or equivalent

What We Offer:

* Competitive salary and benefits package
* Opportunity to work with a dynamic and growing company
* Collaborative and supportive work environment

If you are a motivated and experienced operations professional looking for a new challenge, please submit your application today.", "keywords": "Operations Director, Call Centre Manager, Customer Service Leader, Business Process Head, Service Delivery Manager"}
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