Director of Operations

3 days ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time R1 200 000 - R2 160 000 per year

Job Description: Director of Operations
Location: Cape Town, South Africa
Job Type: Full-time
US campaign 

Job Responsibilities:
  • Manage the growth and development of the client portfolio.
  • Monitor the successful delivery of operational targets according to client agreements.
  • Review performance metrics on a weekly basis and address service issues with relevant managers.
  • Ensure compliance with service levels, customer experience, quality, and compliance measures on a monthly basis; address any inconsistencies.
  • Devise and monitor the implementation of effective communication structures, ensuring all teams understand overall business performance and their impact.
  • Motivate and manage the performance of Head of Ops / Senior Ops Managers within the operation to ensure delivery of overall targets and business plan.
  • Enhance the quality of customer interactions while ensuring all regulatory and legal obligations are met across all interactions.
  • Deliver cost efficiencies and increase Customer Satisfaction Scores.
  • Manage client relationships and requirements to ensure teams are delivering against agreed targets.
  • Review rolling forecasts for 12 months and evaluate against other areas to ensure ongoing business viability and growth.
  • Focus on the ratification and approval of all resource plans and proposed continuous improvement initiatives, sharing these across the section.
Essential Qualifications:
  • 10 years' experience working at a senior level leading a service-driven contact center.
  • 3 years' experience in managing and developing budgets and financial forecasts.
  • 5 years' experience managing a large outsourced contact center operation.
Desired Experience:

Extensive experience in BPO and client relationship management is preferred to succeed in this role.

Salary & Benefits:
  • Monthly Salary: R100,000 - R180,000 Depending on your current salary and years experience 
  • Benefits include [details to be provided by the company].

If you are passionate about operational excellence and meet the qualifications outlined above, we invite you to apply for this exciting opportunity at CCI Global.

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