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Operations Head

2 months ago

Johannesburg, Gauteng, South Africa ABC Worldwide Full time
Job Title: Operations Head

At ABC Worldwide, we are seeking an experienced Operations Head to lead our Call Centre Operations team. The successful candidate will be responsible for ensuring the highest level of service for our clients, promoting development, growth, and providing leadership that promotes and encourages teamwork.

Key Responsibilities:
  • Develop and implement call centre operational strategies to meet customer expectations
  • Manage call centre staff, including recruitment, training, and performance management
  • Monitor and improve call centre operations, including system performance and customer service standards
  • Prepare and complete action plans to address operational issues
  • Manage budgets and financial resources to achieve operational objectives
  • Develop and implement quality assurance programs to ensure high-quality customer service
Requirements:
  • 10-12 years of operations, customer service leadership/management experience in a call centre environment
  • Good understanding of operations processes, including manpower scheduling, workflow, work assignment, efficiency, occupancy, and project cost analysis
  • Post Graduate Diploma in Management or equivalent
Skills:
  • Client and customer focus
  • Working with others
  • Developing others
  • Confidence and communication
  • Performance focus
  • Leading others
  • Solving problems
  • Change focus
  • Influencing others
  • Technical application

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced operations professional looking for a new challenge, please submit your application.