Operation Director

We are looking for a results-driven and experienced Head of Operations to lead our BPO operations team. The Head of Operations will play a key role in ensuring the smooth and efficient delivery of services to our clients. The ideal candidate will have a deep understanding of BPO operations, strong leadership skills, and a track record of driving operational excellence in a fast-paced environment.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 overall targets 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.Analys 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 optimization and improvements.Provide daily direction and communication to Snr Operations Managers on operational performance.Tactical Client interactions on a daily basisOperational portfolio management of the teamsDevelop employee motivation and manage career development.Fully integrated in key decision processes – especially demand management on governance and steering processesInstitute necessary changes due to continuous improvement processesJob Types: Full-time, PermanentSalary: R60000,00 - R80000,00 per month#J-18808-Ljbffr