Overview
Head of Operations – NUTUN Jobs in Durban, KwaZulu-Natal, South Africa at Trending Talent Solutions
Title: Head of Operations – NUTUN
Company: Trending Talent Solutions
Location: Durban, KwaZulu-Natal, South Africa
Nutun CX is currently seeking a Head Operations to ensure the effective management of all aspects of the campaigns to ensure service delivery against client performance standards. We are seeking a candidate who can demonstrate accountability for revenue delivery and detailed ownership of the P&L for the accounts responsible for. Ideally with 1-2 years experience working with GM and CM. We require someone who can take ownership of the account strategy, including proposing and presenting strategies to our partners.
Job Objectives:
Monitor performance against operating rhythm and investigate deviations.
Review daily service levels, customer experience, quality, and compliance measures.
Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
Motivate and manage performance of Snr Operations Managers within the account to ensure delivery of overalltargets and business plan.
Review monthly forecasts and agree targets with Snr Operations Managers ensuring alignment to customer requirements.
Compile monthly reports with Snr Operations Managers and address areas of improvement
Engage with client on operational issues and service delivery on a weekly basis.
Identify and highlight opportunities for service and process improvements
Analyse and research team metrics to identify areas of excellence and implement across teams.
Actively engage and coach Snr Operations Managers on operational issues to ensure process optimisation and improvements.
Provide daily direction and communication to Snr Operations Managers on operational performance.
Tactical Client interactions on a daily basis.
Operational portfolio management of the teams.
Develop employee motivation and manage career development.
Fully integrated in key decision processes – especially demand management on governance and steering processes.
Institute necessary changes due to continuous improvement processes.
Education and Experience Requirements:
Tertiary education in Sales / Marketing or equivalent experience.
Sound knowledge of CRM system.
3-5 years’ experience working at a senior management level within a Call Centre of a large operation.
2 years experienced in managing large teams across multiple campaigns preferably within the outsourced call centre environment.
Exposure to a full cycle (1 year) of managing and developing budgets and financial forecasts.
Planning and Organizational Skills; defining performance standards and meeting service levels.
Essential Competencies:
Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources
Leadership skills: ability to lead and motivate a team
Strong and adaptable communication skills with the ability to influence and motivate employees and managers.
Business Analysis: ability to analyse and interpret the metrics
Financial management: understanding of developing and managing budgets and forecasts; control. of expenditure and consequences of deviations; commission structures; financial acumen.
Coaching Skills: ability to deliver constructive feedback.
Relationship Management: ability to balance internal vs external customer requirements.
Adaptability / Resilience with the ability to manage under pressure.
Initiative / creative thinker with a flexible approach to change.
