Operations Director

3 weeks ago

Cape Town, Western Cape, South Africa CallForce Full time
Unlock Your Potential as a BPO Operations Leader

This is an exceptional opportunity to join CallForce, a dynamic and entrepreneurial BPO business that is poised for rapid growth. As a key member of our team, you will have the chance to carve out your place in our successful journey and secure your career growth for the coming years.

We are seeking a highly experienced and skilled BPO operations leader to head up multiple USA outbound sales campaigns in our rapidly growing BPO operation. The successful candidate will be responsible for delivering exceptional results, working with our collaborative and dynamic BPO management team to drive growth and differentiation in a highly competitive sector.

The ideal candidate will have a proven track record of managing outbound sales contact centers with global USA clients, with a strong focus on performance metrics and innovative approaches to optimizing performance. They will also have experience in managing USA operations through the night and be comfortable working USA daytime hours.

As a key player in our BPO business, you will have the opportunity to deliver results, grow your career, and enjoy the journey with a passionate and committed team. If you are a highly motivated and experienced BPO operations leader looking for a new challenge, we encourage you to apply.

Key Responsibilities:

  • Manage a team across multiple outbound sales campaigns to significantly supersede targets and outperform competitors
  • Develop and implement strategic and tactical operational plans to deliver exceptional results on a campaign-by-campaign basis
  • Build and manage client relationships, manage client expectations and deliverables through consistent engagement with key stakeholders, globally and locally
  • Work with analytics team to determine operational trends and provide solutions to increase sales, service, and quality levels to achieve and exceed targets
  • Implement and manage dynamic performance enhancement programs to ensure optimal delivery of results as well as agent retention and career development
  • Manage operating budgets to ensure cost efficiencies while balancing the need for investment to optimize operational performance
  • Ensure robust forecasting of resource requirements and collaborate with recruitment, training, QA, IT, WFM etc., to meet exacting standards and growth
  • Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for changes
  • Oversee quality control and other compliance applicable to the global client and local legislation

Requirements:

  • 5+ years of experience managing outbound sales contact centers with global USA clients
  • Track record of superseding performance metrics
  • Innovative and dynamic approach to optimizing performance
  • Experience in managing USA operations through the night and comfort with working USA daytime hours
  • Relevant tertiary education a further benefit

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