About the Role:The Operations Director is responsible for overseeing and optimising the daily operations the company. They play a critical role in ensuring organisational efficiency, coordinating procedures, and leading teams to achieve strategic goals. The goal is to enhance operational effectiveness, drive growth, and ensure long-term success.Qualifications and Requirements:5-10 years of experience as a Senior Manager or Head of Department in Operations or equivalent;10 years of experience in Customer Service within a BPO or Contact Centre environment;Bachelor’s degree or equivalent, with a postgraduate qualification preferred;Knowledge of industry rules and guidelines;In-depth understanding of diverse business functions (e.g., Quality, Workforce Management, Supply Chain, Finance);Proficiency in data analysis and performance metrics.Duties and Responsibilities:Exceptional organisational and leadership skills;Strong communication and interpersonal abilities;Stakeholder engagement expertise (internal and external);Analytical mindset and problem-solving capabilities;Customer service-centric approach;Results-oriented with a focus on meeting deadlines;Ability to handle stress and manage multiple tasks;Demonstrated leadership aligned with company values;Talent identification and succession planning skills;Emotional intelligence and interpersonal skills.Key Performance Areas:Client Management:Ensure high-level client satisfaction and effective communication.Financial Management:Optimise operational costs and budget utilisation.Communication:Facilitate clear and efficient communication across teams and stakeholders.Operational Management:Oversee daily operations, ensuring efficiency and compliance.Strategic Management:Contribute to strategic planning and decision-making processes.#J-18808-Ljbffr