Job Description

Job Title:


Operations Director



The Director Operations is responsible for managing an effected annual revenue base. The Director will assist staff client presentations and once the


contract(s) is/are signed; assist in the design of new program(s) setups. Incumbent will also assist in designing programs for new services; new targets; and high potential

growth strategy clients. This position will participate in cross-divisional projects.

Primary Duties and Responsibilities:

Direct and manage the efforts of Senior Managers in developing and managing large scale programs.

Manage overall revenue and profit goals and process improvements of programs under their direction to meet or exceed financial objectives. Support business growth and initiatives with current and prospective programs. Assist with design of program(s) for new services, new targets, and high potential growth strategy clients. Assist with implementation of new programs once they have been obtained. Ensure continuous improvement in quality scores, operational effectiveness, and employee retention. Manage and develop direct reports toward professiona growth and program excellence. Ensure consistent, timely, and thorough communication to peers, subordinates, managers and clients. Able to travel both within and outside the country. Participate in cross-divisional projects and task teams when called upon to do so. Work with client to examine new growth opportunities. Other duties as assigned by upper management. Responsible for establishing and clearly communicating departmental strategy to management team, providing feedback regarding tactical

operations for department including budgeting, goal setting, and managing performance; following organization's policies and applicable legal requirements;

determining and implementing appropriate staffing and customer interaction guidelines for work team(s); and monitoring performance leading to successful results.

Education & Experience:

Bachelor's degree in related field from a four-year college or university with ten or more years related experience; or Equivalent combination of education and experience

Candidate Profile:

Minimum 7 years management experience including 4-5 years in a large call center environment. Proven, strong client relations proficiency. Capable of managing multiple tasks simultaneously. Demonstrated financial management and analytical capabilities. Capable of developing high performing teams and individuals. Excellent interpersonal, organizational, time management, judgment and decision-making skills. Demonstrates strong oral and written communication skills. Exhibits confidence and credibility during presentations. Capable of understanding the strategic direction of the company. Understands business drivers and strategy. Thrives in fast changing, competitive environment. Can independently solve problems and identify solutions. Must have proficiency with various software applications including email messaging applications, Microsoft Word, and Excel

Environment, Physics & Other Requirements:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified
Location:


ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:


Time Type:


Full time

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