Director Of Operations Johannesburg - Johannesburg
Afrikye ltd
Our client is seeking an experienced and progressive Operations Manager to join their International BPO company in Johannesburg. The Director of Operations main purpose is to organise and oversee the daily operations of the company. You will be the one to ensure that the business is well-coordinated and productive by managing its procedures and coaching its people. The area of responsibility for this role is very wide and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many different kinds of operational activities. You must be an excellent leader who can discover the most efficient ways to run the business. The goal is to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success. In order to be considered for this role you must meet the following requirements: 5-10 years proven experience as Senior Manager / Head of Department in Operations or equivalent position 10 years experience in Customer Service with a BPO or Contact Centre environment Bachelor's degree or equivalent and a postgraduate qualification Knowledge of industry's rules and guidelines In depth knowledge of diverse business functions and principles (e.g. Quality, Workforce Management, Supply Chain and Finance etc.) 5 years working knowledge of data analysis and performance/operation metrics Key Performance Areas (Not limited to): Client Management: Conducts weekly/monthly/quarterly business reviews. Is the proactive conduit in reporting progress/activities to/from clients and facilitates communication between internal teams regarding client needs. Conducts face-to-face meetings with clients, wherever they are, to effectively manage the accounts. With the ultimate aim of becoming a trusted partner for clients. Understanding their needs, desires, and what is important for them to succeed. Financial Management: Achieves annual top-line revenue generated by the campaign as forecasted, gross margin % month/month as forecasted by finance. Grows headcount, revenue, and margins on accounts. As needed, lead contract negotiations during the lifecycle of the contract. Communication: Able to charm and influence people across the world. Provides actionable feedback for improvement/course correction internally and externally. Comfortable influencing across teams/stakeholders. Professionally presents to groups and 1/1 and hosts engaging client visits. Operational Management: Demonstrates an attitude where they roll up their sleeves and handle issues that arise. Achieves expectations for their team's contribution to the Contractual KPIs for each account. Reaches the Customer Satisfaction Score of 8. Responsible for administration of internal/external reporting requirements. Strategic Management: Strategizes with clients to ID opportunities for growth. Leads internal team to ensure we have a focus on long and short-term objectives. Identifies risks and provides solutions that allow for innovation and change. Brainstorms with management/peers for best practices. Continuously drives performance enhancement and drives real value initiatives for clients. Should you meet the above criteria, please send your CV to adminafrikye.co.za Disclaimer: Should you not hear from us within 2 weeks please consider your application unsuccessful.
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