Head of Operations

7 days ago

Cape Town, South Africa O'Dwyer Personnel Full time

Our client, the largest international outsourcer in South Africa has grown their business in partnership with brands from the USA, UK, NZ and Australia, specializing in the Data Analtics and Insurance businesses, is looking for someone to fill the role of Head of Planning. This role will involve the strategic leadership of the Planning functions for a variety of clients and processes.

**Responsibilities**:

- Managing the daily running of the operations at a granular level
- Responsible for the delivery of the annual business plan and the operating plan
- Managing all aspects of team activities in order to meet revenue, quality and budgetary goals
- Ownership of all aspects of operations including staffing, workflow, systems, telephony, client interaction and special projects
- Accountable for the effective management of all aspects related to the range of clients, ensuring performance exceeds expectations
- Lead, develop and mentor a number of sales and service campaigns
- Responsible to define and deliver the clients external SLAs, KPIs and strategic goals
- Accountable for developing a culture of continuous improvement on the campaigns performance, providing efficiencies and cost reduction recommendations to the business and client
- Maintain a regular overview of all people, processes, systems and controls to ensure they remain fit for purpose and continually provide an agreed level of service
- Responsible for corporate governance and ensuring the business complies with all regulatory, statutory and cultural expectations
- Develop strong people leadership and business acumen skills in others
- Drive and achieve revenue and gross margin targets for Operations in accordance with the budget
- Achieve upper quartile delivery standards on all projects

**Requirements**:

- 10+ years’ experience in leading a call centre
- Experience managing Senior Managers within a contact centre (BPO) essential
- Experience managing 1000+ call centre operation
- Proven Sales and Service experience
- Strong technical knowledge
- Head motivator for Sales Resource personnel, driving continuous improvement in the client experience, revenue generation, and profitability
- Must be experienced with business planning and forecasting
- Executive Client Liaison
- Establish reporting requirements
- Oversee resource planning for clients
- Identify new revenue opportunities with clients
- Hire, retain and develop a high performing team
- Perform other duties as requested by management
- Ability to manage P&L and drive increased profitability
- Demonstrated ability to develop a vision for the call centre
- Superior intelligence, passion, and strong problem solving and analytical skills

Note:

- We regret that we cannot contact all applicants regarding their status.

**Salary**: R80,000.00 - R100,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

  • Head of Operations

    1 week ago

    Cape Town, Western Cape, South Africa Greenpark Full time

    Role: Head of Operations, EMEA12-month Fixed-Term Contract (FTC) with potential for extensionAbout GreenparkGreenpark is a global, award-winning, performance-driven content leader and brand publishing agency. Our Purpose is to help brands create meaningful connections that impact people's lives through performance-driven content for search and social. Our...

  • Head of Operations

    4 days ago

    Cape Town, South Africa NTT Ltd Full time

    At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment. At NTT we trust our employees to do the right thing, even when no one is watching, which is why we...

  • Head: Academic Operations

    6 days ago

    Cape Town, South Africa IIE Varsity College , IIE Vega and IIE MSA Full time

    **Direct Reporting Line**: Campus Head **Vega School** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications...

  • Head: Academic Operations

    6 days ago

    Cape Town, South Africa ADvTECH Full time

    **Direct Reporting Line**: Campus Deputy Head: Academic **Emeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support.** **Emeris, Newlands Campus has a...

  • Head of Operations

    2 days ago

    Cape Town, South Africa O'Dwyer Personnel Full time

    Head of Operations / VP Operations Large international outsourcer in South Africa has grown their business in partnership with brands from the USA, UK and Australia, specializing in Energy / Utilities and Insurance businesses. **Responsibilities**: - Managing the daily running of the operations at a granular level - Responsible for the delivery of the...

  • Head : Academic Operations

    1 week ago

    Cape Town, South Africa Advtech Full time

    Direct Reporting Line : Campus Deputy Head : AcademicEmeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support.Emeris, Newlands Campus has a vacancy for a...

  • Senior Executive Assistant

    1 week ago

    Cape Town, Western Cape, South Africa Head of AI Full time

    Company DescriptionHead of AI is an exciting new company based in the UK, providing A-Player Chief AI Officers to mid-size and large businesses (£10m+) on a fractional (part-time) basis.Year one growth has been significant, we have raised investment and are now building a team to support the Founders/CEO.Role DescriptionThis is a full-time remote role for a...

  • Head of Operations

    2 weeks ago

    Cape Town, Western Cape, South Africa Initiate International Full time R1 200 000 - R2 400 000 per year

    The Head of Operations is the driving force behind our client's business's daily operations, orchestrating the flawless delivery of exceptional products and services. You will conduct a symphony of efficiency within their platform, harmonizing customer satisfaction with ambitious business objectives. Behind the scenes, you masterfully navigate back-office...

  • Head of Operations

    2 weeks ago

    Cape Town, South Africa The Talent Experts Full time

    **Head of Operations** Cape Town Market related - Are you passionate about a meaningful job that elevates green and affordable energy around the world?_ **Is this you?** Are you a qualified and experienced Engineer who enjoys managing multidisciplinary teams to deliver large scale complex technical projects successfully? **What you’ll be doing (and...

  • Head: Academic Operations

    2 weeks ago

    Cape Town, Western Cape, South Africa Advtech Full time

    Direct Reporting Line:Campus Deputy Head: Academic Emeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support. Emeris, Newlands Campus has a vacancy for a...