Job Title: Director of Operations
Company:ABC Worldwide
Job description: Job Description: Director of OperationsLocation: Cape Town, South AfricaJob Type: Full-time US campaignJob 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.
Expected salary: R100000 – 180000 per year
Location: Cape Town, Western Cape
Job date: Wed, 20 Nov 2024 23:49:33 GMT
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