Business Operations Director

1 month ago

Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

We are seeking a highly skilled and experienced Business Operations Director to join our team at SA Commercial (Pty) Ltd.

About the Role: As a key member of our leadership team, you will be responsible for leading and managing our contact centre operations, ensuring that we deliver exceptional service to our clients while maintaining high standards of efficiency and productivity.

Key Responsibilities:

  1. Operational Leadership: Provide strategic direction and guidance to our contact centre teams, fostering a culture of excellence and continuous improvement.
  2. Performance Management: Develop and implement performance metrics and KPIs to measure team success, analyzing data to identify areas for improvement and drive business growth.
  3. Client Relations: Build and maintain strong relationships with our clients, ensuring that their needs are met and exceeded through proactive communication and issue resolution.
  4. Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive business growth, improve efficiency, and enhance customer satisfaction.
  5. Resource Management: Oversee staffing, scheduling, and resource allocation to ensure optimal team performance and efficient operations.
  6. Process Improvement: Identify opportunities for process improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction.
  7. Reporting & Analysis: Develop and present comprehensive reports on operational performance, workforce management, and other key metrics to inform business decisions.
  8. Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks.
  9. Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities.

Requirements:

  • Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
  • Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
  • Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations.
  • Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
  • Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms.
  • Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks.
  • Comfortable working night shift: Yes

Estimated Salary: R950,000 per annum, based on industry standards and location.

What We Offer:

  • A dynamic, fast-paced work environment in a growing company.
  • Opportunities for professional growth and development.
  • Competitive salary and benefits package.
  • An inclusive workplace that values diversity and encourages innovative thinking.

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