Head of Operations at Webhelp SA

Job Advert

We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you?

 If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Telecommunication Operations in Durban could be your calling.

Picture yourself joining our vibrant global community, where we share a profound commitment to delivering extraordinary customer experiences for the world's most renowned brands. At the core of our business, we celebrate a "Think Human" philosophy that permeates every aspect of our existence.

This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver industry leading customer service and achieve the business’s objectives.
 
If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game.
 
A critical eye for detail and strategic way of thinking will get you far in this Head of Operations role, while a genuine knack for sales and persuasive communication is sure to impress us.
 
If you have a proven track record of achieving positive results in the BPO sector, then seize the lead, and revolutionise the Industry in this Head of Operations role today.

What you’ll be doing

• Ensuring optimisation of best practice to deliver a best in class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

 
What you’ll need

• 7 years’ experience in a senior Operations Manager position or equivalent Head of Operations experience
• Previous sales experience (Advantageous)
• Excellent communication and negotiation skills
• Demonstrate prior experience within telecommunications or inbound Contact Centre
• Demonstrate experience in the following skillsets: Billing management, Collections, Cross-selling and Upselling
• Experience in shaping and formulating operational strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to deliver agreed programmes of work and embed initiatives for improvement
• Experience in managing external senior stakeholders and chairing Monthly Business Review’s & Quarterly Business Review’s