Operations Excellence Leader

2 weeks ago


Durban, KwaZulu-Natal, South Africa Mindmatch Consulting Full time

About Us

Mindmatch Consulting is seeking an experienced and results-driven Director of Operations Management to oversee our contact centre operations at our site in South Africa.

About the Role

  • Oversee day-to-day operations of the contact centre, ensuring efficiency, productivity and exceptional CX delivery through achievement of key performance targets and business objectives.
  • Manage and mentor teams of agents, team leaders and campaign managers to drive a culture of motivation and engagement.
  • Implement processes to drive continuous improvement agenda for sales and service, quality and maximize customer satisfaction.
  • Analyse available performance metrics to identify areas for improvement and implement measures to drive the continuous improvement agenda.
  • Collaborate with support departments to enhance the operational delivery and for speedy resolution of escalated issues.

Responsibilities

  • Ensure a consistent and positive customer experience for clients.
  • Maintain service quality by aligning customer service strategies with the company's global vision.
  • Adapt certain metrics to the specific needs and expectations of relevant clients.

Requirements

  • 10-15 years' experience in a similar role in operations in a GBS or BPO environment.
  • Strong influence management skills, general business analysis skills and proactive strategic thinking.
  • Client focused with tenacity to resolve issues and conflict, stakeholder, service and solution orientated with high problem-solving capacity.

What We Offer

  • Flexible working hours.


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