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Nutun CX is currently seeking a Head of Operations to ensure the effective management of all aspects of the campaigns to ensure service delivery against client performance standards. We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success. Job Purpose: Nutun CX is currently seeking a Head Operations to ensure the effective management of all aspects of the campaigns to ensure service delivery against client performance standards. We are seeking a candidate who can demonstrate accountability for revenue delivery and detailed ownership of the P&L for the accounts responsible for. Ideally with 1-2 years experience working with GM and CM. We require someone who can take ownership of the account strategy, including proposing and presenting strategies to our partners. Education and Experience Requirements: Tertiary education in Sales / Marketing or equivalent experience Sound knowledge of CRM system 3-5 years’ experience working at a senior management level within a Call Centre of a large operation 2 years experienced in managing large teams across multiple campaigns preferably within the outsourced call centre environment Exposure to a full cycle (1 year) of managing and developing budgets and financial forecasts Planning and Organisational Skills; defining performance standards and meeting service levels Job Objectives: Monitor performance against operating rhythm and investigate deviations. Review daily service levels, customer experience, quality, and compliance measures. Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it. Motivate and manage performance of Snr Operations Managers within the account to ensure delivery of overall targets and business plan. Review monthly forecasts and agree targets with Snr Operations Managers ensuring alignment to customer requirements. Compile monthly reports with Snr Operations Managers and address areas of improvement. Engage with client on operational issues and service delivery on a weekly basis. Identify and highlight opportunities for service and process improvements. Analyse and research team metrics to identify areas of excellence and implement across teams. Actively engage and coach Snr Operations Managers on operational issues to ensure process optimisation and improvements. Provide daily direction and communication to Snr Operations Managers on operational performance. Tactical Client interactions on a daily basis. Operational portfolio management of the teams. Develop employee motivation and manage career development. Fully integrated in key decision processes – especially demand management on governance and steering processes. Institute necessary changes due to continuous improvement processes. Essential Competencies: Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources. Leadership skills: ability to lead and motivate a team. Strong and adaptable communication skills with the ability to influence and motivate employees and managers. Business Analysis: ability to analyse and interpret the metrics. Financial management: understanding of developing and managing budgets and forecasts; control of expenditure and consequences of deviations; commission structures; financial acumen. Coaching Skills: ability to deliver constructive feedback. Relationship Management: ability to balance internal vs external customer requirements. Adaptability / Resilience with the ability to manage under pressure. Initiative / creative thinker with a flexible approach to change. We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan Apply Now

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Jobs in Go!