Head of Operations

Overview

Head of Operations - Utilities. The Head of Department / Operations will support the operation across key accounts. You will work collaboratively with internal stakeholders from SLT level to Operational managers within our Cape Town site, including training, analytics, resource planning, and implementation teams. You are responsible for managing aspects of the offshore operations of the contact centre in line with approved plans, budgets, and schedules to achieve specified productivity, performance, and financial objectives. You will report directly to the Associate Director.

Location

Retreat, Cape Town

Key Responsibilities

• Support the operation across key accounts and collaborate with internal stakeholders from SLT level to Operational managers within the Cape Town site, including training, analytics, resource planning, and implementation teams.
• Manage aspects of the offshore operations of the contact centre in line with approved plans, budgets, and schedules to achieve productivity, performance, and financial objectives.
• Assist the Executive team with client contract proposals; identify and remove performance barriers to meet performance targets.
• Implement, control, and manage departmental resources and procedures within approved budget guidelines; compile and present budget reports to keep the EXCO informed of the department’s budget position.
• Manage staff utilization in line with budgeted manning; implement continuous improvement strategies on all work processes and policies to improve service and quality standards.
• Investigate long-term contractual arrangements with vendors and service providers to ensure continued suitability; develop and maintain an appropriate network of contacts.
• Manage contact centre performance in line with Sigma policies and procedures to meet performance targets; maintain effective relationships with clients / stakeholders and communicate on issues specific to offshore operations.
• Engage with clients daily; discuss performance and proactively address performance shortfalls; demonstrate knowledge of principles and processes to provide excellent customer and personal services.

Qualifications and Requirements

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