BPO Director of Operations

SUMMARY:
BPO Director of Operations, Customer Service Outsourcing Sector, Durban, Kwa-Zulu Natal South Africa.

POSITION INFO:

Our client. an international leader in the Customer Service Outsourcing Space is seeking to URGENTLY appoint a dynamic Director of Operations to be based in their Durban, Kwa-Zulu Natal South Africa Offices.

KEY COMPETENCY REQUIREMENTS:

• Commitment to client delivery and relationship management.
• Previous operational success in the BPO contact centre/outsourcing industry.
• Tenured senior leadership experience, working within a matrix model for a global organisation.
• Proven track record in client and account management at senior level
• Experience of driving and implementing significant strategic business transformation
• Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
• Strong commercial awareness and contract negotiation with clients
• Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage.
• Ability to work under pressure without losing sight of priorities.
• Proven track record in effectively managing change.
• Results focused and committed to high personal standards and a desire to achieve.
• Clear credit, disciplinary and criminal records

KEY ROLES AND RESPONSIBILITIES:

• Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy.
• Ensuring that they actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner.
• Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account.
• Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction.
• Ensuring all key financial targets are met.
• Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of the owned accounts or strategic partnerships.
• Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
• Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities.

PERSONAL AND PROFESSIONAL CAREER ATTRIBUTES EXPECTED FOR THE ROLE:

Are you commercially minded with a strong focus on efficiency and maximising revenue? Are you passionate about networking, building, and nurturing key business relationships? If you are a confident decision maker driven by results, then they have an opportunity for you to join our client as their Operations Director based in their Durban based office.

If you are the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you are already ahead of the game.

Communication is key for this role as Director of Operations, as is strategic thinking and planning. They want someone with an inspiring drive towards success and a burning passion for the industry. Someone who embraces innovation and out of the box thinking.

As a customer-centric enthusiast and a leader hungry to make a real impact, you are exactly who they are looking for. Join their dynamic team of innovators shaping the future of customer experience. Together, you will conquer challenges, celebrate victories, and create memories that last a lifetime.

Please note that the appointment will be made in line with the company’s EE plan.

Apply Now!

WILLINGNESS TO RELOCATE TO DURBAN IS ESSENTIAL. SHOULD THIS OPPORTUNITY NOT BE ALIGNED TO YOUR CAREER ASPIRATIONS, KINDLY FORWARD IT TO A FRIEND.

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