Director of Operational Excellence
3 days ago
Job Description:
Inspired is seeking an exceptional Director of Operational Excellence to lead our operations team and drive business growth. The ideal candidate will have a proven track record of delivering operational KPIs, exceeding revenue targets, and ensuring client satisfaction.
About the Role:
This is a high-profile leadership position that requires a strategic thinker with excellent leadership and management skills. As the Director of Operational Excellence, you will be responsible for leading a team of Operations and Team Managers, developing and implementing strategies to improve operational performance, and working closely with HR to maximize employee engagement.
Key Responsibilities:
- Deliver exceptional results by driving operational KPIs, forecasting financial performance, and identifying areas for growth.
- Lead and develop a high-performing team of Operations and Team Managers to deliver superior levels of service.
- Partner with HR to analyze employee satisfaction feedback and develop strategic plans to maximize engagement across the business.
- Work with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly client business reviews and executive reports.
- Recruit and build dynamic and highly performing teams.
- Ensure internal revenue budget targets are exceeded through accurate forecasting and analysis.
Requirements:
- At least 5 years of experience in contact centre operational management and strategic planning with a proven track record of achievement.
- Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.
- Organises and manages time effectively to meet commitments.
- Can recognise the root cause of a problem and makes proactive interventions.
- Excellent client relationship management.
- Experience of managing multiple projects and varying team sizes.
- Commercial awareness and financial management.
- Thorough understanding of resource optimisation and delivery.
Salary: R80,000 - R100,000 per month.
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