Senior Operations Leader

2 weeks ago

Cape Town, Western Cape, South Africa TTEC Full time

Senior Operations Leader – BPO Management

At TTEC, we prioritize the Human Experience. As a Senior Operations Leader in our BPO sector, you will play a crucial role in crafting and delivering exceptional customer experiences while embodying the award-winning culture of TTEC.

Your Responsibilities

Are you passionate about leadership, mentoring, and coaching? In this position, you will closely collaborate with a renowned brand, guiding and motivating your team to achieve both client and organizational objectives.

  • You will oversee the operational strategy and financial outcomes of the business.
  • Your role involves managing, inspiring, and motivating a team of junior managers to ensure operational excellence, enhance service quality, and refine processes, thereby driving effective operating models to maximize revenue and performance.
  • You will report directly to the Operations Director, fostering a collaborative environment that encourages your team to resolve challenges, meet objectives, and advance their careers.

Your Key Accountabilities Include:

  • Assisting the Senior Operations Director in shaping the operational strategy for sustainable growth and success.
  • Directly managing and developing the junior management team.
  • Enhancing the operational talent pool by optimizing the skills of the current team through effective succession planning.
  • Identifying and implementing operational best practices and proactive solutions in collaboration with TTEC's digital and Engage teams.
  • Supporting the onboarding of new business to ensure long-term success and maximize revenue generation.
  • Contributing to operational elements for new proposals and services.
  • Being accountable for the operational performance of designated Client Areas, consistently exceeding targets and Key Performance Indicators.
  • Creating an environment where employees feel like stakeholders in the business.
  • Managing stakeholder relationships and building trust with clients to ensure seamless partnerships.
  • Overseeing forecasting, planning, and real-time delivery of manpower to meet client demands.
  • Collaborating with Recruitment and Learning and Development teams to define specific hiring and training needs.

What You Bring to the Role

  • A minimum of 4 years of experience in call center management or a related field, preferably within a BPO environment.
  • A commitment to fostering a performance-driven culture.
  • Engagement and support for your team to ensure they have the necessary tools to succeed.
  • Consistent mentoring and inspiration for others.
  • A customer-focused mindset.
  • Proficiency in data interpretation and reporting.
  • Experience in process and change management to meet evolving business needs.
  • Strong leadership skills in people management and stakeholder engagement.

What You Can Expect

  • Supportive and knowledgeable leadership.
  • A diverse and community-oriented organization.
  • Opportunities for career growth and continuous learning.
  • Competitive compensation, performance bonuses, and benefits that may pleasantly surprise you.

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