Job Description: Head of Operations - BPO

Location: Cape Town, South Africa

Employment Type: Fulltime

Salary: R 70,000 - R 120,000 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:

Tertiary education in Sales, Marketing, or equivalent experience.
Sound knowledge of CRM systems.

Desired Experience:

At least 7 years of experience working at a Senior Management level within a large call center operation.
3-5 years of experience managing large teams across multiple campaigns within the outsourced call center environment.
2-3 years of experience in managing and developing budgets and financial forecasts.