Site Lead at Black Pen Recruitment

The Role:

As a Site Lead you will be responsible for setting vision and direction of teams across multiple sites for the Digital and Device Technical Team. You will lead a team of 500+ Employees, including Team Managers, Group Managers and Associates to improve customer experience, increase productivity and maintain service levels. Minimum 5 years experiencing in managing a team on a large scale is essential and any previous project management advantageous.

If you are a dynamic, hands-on, strategic individual that would love to be part of a company at the forefront the eCommerce industry- then this is for you!

Salary: Market related

Requirements:

• Bachelor's degree or higher in operations or related field, is required
• At least 5 years or more management experience in a fast paced, rapidly changing operations environment, leading independent sites with less or zero supervision
• Project Management experience
• Specialized proven skill set in running large-scale (500+ people) production operations, preferably in a contact centre environment
• Strong commitment to leadership & employee development
• Understanding of Lean and Six Sigma and a keen interest on it
• Familiarity with technical systems
• Exceptional level of dedication, motivation, and intelligence
• Demonstrated ability managing and developing large high-performance teams of associates/managers is required
• Demonstrated familiarity with general principles of workflow in an inbound call/email centre, and current technologies to help manage that workflow
• Must possess exceptional analytical capabilities
• In depth knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required
• Strong oral and written communication skills
• Strong technical and analytical aptitude

Responsibilities:

• Overall direction, coordination, and evaluation of the teams under management to meet operational, financial, and business goals
• Carries out leadership and management responsibilities in accordance with the organization's policies and procedures
• Mentors others in developing Leadership behaviours
• Hires, manages, and develops great talent
• Identifies individual strengths of team members and actively fosters career advancement within company
• Understands and demonstrates the company’s core values and Leadership Principles, actively seeking to translate those into everyday CS practices
• Shapes the direction of the team, keeps them focused and motivated to deliver the right results
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making
• Effectively applies best practices to all strategic decisions
• Maintains a complete and thorough understanding of technical systems in a complex organization
• Implements change or develops new processes as necessary to provide the ability to better service multiple work types
• Continually measures and evaluates all work processes using process improvement
• methodology e.g. Kaizen, Lean, DMAIC
• This position requires a candidate who can drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment
• Builds positive productive relationships with numerous stakeholders and partners around the world
• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies
• Demonstrates flexibility in work hours based on business need which will include working hours outside standard South African daytime office hours
• Able to work throughout the company's peak months of July and December, annually