Country Lead - South Africa , Durban - Service Delivery at Concentrix

Job Description

• The Site Director I is responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. This position uses a range of measurements to monitor, analyze and plan improvements to call-center performance of a call center . To meet these responsibilities, the manager must be a combination of expert service provider, coach, trainer, mentor, motivator, and manager.

Job Description

Essential Functions/Core Responsibilities  

•  Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results 
•  Develop and retain team of managers, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength   
•  Drive continuous operating improvements and quality performance of site metrics such as quality, productivity, staffing, training, attrition, and costs    
•  Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand    
•  Drive recruitment, selection, and retention of highly qualified internal and external candidates    
•  Manage department resources and provide leadership to ensure that production and quality work meets company goals    
•  Participate with cross-functional departments in strategic decisions designed to meet quality and service goals    
•  Identify, analyse, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions

Candidate Profile  

•  Demonstrable experience in a leadership role managing an FTE of 400 plus
•  Must have experience managing a large call centre 
•  Strong commercial awareness of the South African market    
•  Mastery of communication skills and styles, both written and verbal. Demonstrated ability to effectively present information to internal and external associates  
•  Proven ability to lead and organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment with broad impact    
•  Demonstrated ability to lead strategy behind mentoring and coaching for team(s) and to act as leadership advisor to lower-level management  
•  Understanding of financial policies and budgetary requirements, including forecasting    
•  Demonstrated ability to champion significant projects, programs, and business initiatives using creativity and ingenuity    
•  Demonstrated ability to lead and mentor team on developing lasting customer relationships    
•  Extensive understanding of the organization's business operations and industry. Knowledgeable of emerging trends and industry practices
• Provides leadership and direction through Senior Managers and/or Managers.  Participates with leadership to develop strategic plans and objectives.  Makes final decisions on administrative and operation matters and ensures effective achievement of objectives.  Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies.  Decisions are guided by functional strategies and priorities.  Has overall responsibility for developing and administering budgets and performance standards for functional area or department.