Director of Business Performance

5 days ago


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

**Job Title:** Head of Operations

**Company:** Insphired

**Job Summary:** We are seeking a highly experienced and skilled Head of Operations to lead our operational teams and drive business performance. The successful candidate will be responsible for delivering operational KPIs, managing client relationships, and leading a team of Operations and Team Managers.

Key Responsibilities:

  • Operational Performance: Deliver operational KPIs to ensure contractual obligations are met, and exceed revenue growth targets through accurate forecasting, analysis, and reporting on financial performance.
  • 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.
  • Strategic Planning: Partner with HR to analyze employee satisfaction feedback and develop strategic plans to maximize engagement across the business.
  • Performance Management: 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 centre 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.


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