Head of Operations

7 days ago

Cape Town, South Africa O'Dwyer Personnel Full time

Head of Operations

**Salary**: up to R1.8m p/a

CT - CBD

**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
- Insurance experience ideal
- 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**: R1,500,000.00 - R1,800,000.00 per year

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