Vacant Jobs at Concentrix

Position Overview: 

• We are seeking a highly experienced and strategic Operations Director to lead our dynamic team in South Africa. The ideal candidate will have a proven track record of managing large-scale operations, driving performance improvements, and delivering exceptional customer service.

Key Responsibilities:

• Oversee daily operations and ensure efficiency and effectiveness in all processes.
• Develop and implement strategic plans to meet organizational goals.
• Lead, mentor, and develop a high-performing operations team.
• Collaborate with cross-functional teams to drive continuous improvement.
• Manage budgets, resources, and operational costs to optimize profitability.
• Ensure compliance with company policies and industry regulations.

Qualifications:

• Extensive experience in operations management, with at least 5 years in a leadership role.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work in a fast-paced environment.

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Job Description

• We’re looking for a highly motivated Customer Experience and Continuous Improvement Manager to join our dynamic team at our contact centre in Cape Town.
• You’ll play a vital role in identifying and delivering service improvement activities and embed a culture of improvement to drive our business forward.
• This opportunity requires a well experienced and highly organised individual to lead and deliver improvement initiatives in a contact centre environment by using process improvement methodologies and innovative thinking ensuring that improvements are not just temporary but lasting!
• If you have a critical eye for detail, a strategic way of thinking with persuasive communication skills and have a proven track record of achieving positive results in the Customer Experience sector, then take this moment to apply today!

What you’ll be doing 

• Identifying process and policy improvements to improve customer experience 
• Identifying opportunities to drive efficiency gains 
• 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 
• Ensuring change control framework is adhered and reported 
• 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 

• 5 years’ experience in a senior Operations Manager position 
• Previous CX and CI experience in a contact centre or similar
• Excellent communication and negotiation skills 
• 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