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Head of Operations

2 months ago

Durban, KwaZulu-Natal, South Africa Insphired Full time
Job Description

**Job Title:** Head of Operations

**Job Summary:** We are seeking a highly experienced and skilled Head of Operations to join our team at Insphired. The successful candidate will be responsible for leading our operations team and driving business performance.

Key Responsibilities:

  • Deliver Operational Excellence: Ensure that our operational KPIs are met and exceeded, and that our contractual obligations are fulfilled.
  • Financial Management: Analyze and report on financial performance, identify areas for growth, and develop strategic plans to exceed revenue targets.
  • Client Relationship Management: Manage the day-to-day client relationship at operational levels, ensuring high levels of client satisfaction.
  • Team Leadership: Lead, develop, motivate, and coach operations and team managers to deliver a superior level of service.
  • Employee Engagement: Partner with HR to analyze employee satisfaction feedback and develop strategic plans to maximize engagement across the business.
  • Performance Driven Environment: Create and maintain a strong performance-driven working environment.
  • Reporting and Presentations: Work with operations leadership and functional support teams to prepare and present monthly and quarterly client business reviews and executive reports.

Requirements:

  • Experience: At least 5 years of experience in contact center operational management and strategic planning, with a proven track record of achievement.
  • Leadership and Management: Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
  • Time Management: Organizes and manages time effectively to meet commitments.
  • Problem Solving: Can recognize the root cause of a problem and makes proactive interventions.
  • Team Building: Ability to recruit and build dynamic and highly performing teams.
  • Commercial Awareness: Commercial awareness and financial management.
  • Resource Optimization: Thorough understanding of resource optimization and delivery.
  • Client Relationship Management: Excellent client relationship management.
  • Project Management: Experience of managing multiple projects and varying team sizes.

Remuneration:

  • Salary: R80,000 per month.