Head of Operations BPO

Job Description : Head of Operations - BPO

Location : Cape Town South Africa

Employment Type : Fulltime

Salary : R 70000 - R 120000 per month ( Depending on your years experience and current salary)

Job Responsibilities :

• Engage with clients to review performance and formulate service improvement plans while addressing operational issues.
• Forecast and analyze data against annual budget figures to ensure alignment and performance monitoring.
• Provide input into process improvement initiatives and budgets with decisions approved by the departmental head.
• Engage with clients on service optimization and changes to processes or strategies ensuring effective operational portfolio management of teams.
• Act as a Subject Matter Expert across multiple areas sharing insights and learnings across the business.
• Oversee the review and agreement of commission structures with Senior Ops Managers.
• Monitor team performance against operating rhythm investigate deviations and ensure adherence to daily service levels customer experience quality and compliance measures.
• Implement an effective communication model to ensure all teams understand the overall business performance and their impact.
• Motivate and manage performance of Senior Ops Managers to ensure the successful delivery of overall targets and business plans.
• Compile quarterly reports with Senior Ops Managers addressing areas of improvement.
• Identify and highlight opportunities for service and process improvements analyzing team metrics to identify areas of excellence to implement across teams.
• Actively engage and coach Senior Ops Managers on operational issues to ensure process optimization.
• Build internal capabilities by collaborating with training delivery teams for ongoing development across all levels.
• Foster relationships with all relevant internal stakeholders (e.g. technology human capital facilities) to ensure timely efficient and effective support for the operation.

Essential Qualifications :

Desired Experience :

Required Experience :

Director

Key Skills

Succession Planning,Growing Experience,Expense Management,Management Experience,Rackspace,Laboratory Management,Senior Leadership,Operations Management,Relationship Management,Leadership Experience,negotiation,Taxonomy

Experience : years

Vacancy : 1