Director of Operations

CXAi Inc.; Durban; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A dynamic customer experience management firm in Durban is seeking a Director of Operations. This role requires 5+ years of BPO management experience and strong leadership skills. You will oversee daily operations, develop strategies for service improvement, and foster a performance-driven culture. This position offers a competitive compensation package and opportunities for growth within the organization.

Benefits

Competitive compensation package

Opportunity for growth and development

Supportive and collaborative work environment

Qualifications

• 5+ years of experience in a BPO environment.
• Prior management experience required.
• Ability to thrive in a changing environment.

Responsibilities

• Oversee daily operations of the contract centre.
• Develop methods to fulfill business goals.
• Foster a culture of accountability and customer-centricity.

Skills

Leadership skills

Analytical acumen

Communication abilities

Bilingual French/English

Negotiation skills

Problem-solving abilities

Education

Bachelor's degree in Business or related field

Tools

Microsoft Office Suite

Job description

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

The Director of Operations is responsible for leading and managing multiple operations programs within a high-volume call centre environment. This role oversees the development and execution of strategies to optimize daily operations of assigned programs. Ensures client compliance and drive operational efficiency. This role will require experience in workforce management, communications, multidimensional analysis, quality assurance and training. The ideal candidate will possess strong leadership skills, analytical acumen, and the ability to foster a performance-driven culture. This role will play a key part in our launch into South Africa. An excellent opportunity to bring your expertise and build your own team.

Core Responsibilities (include, but not limited to)

• Oversee the daily operations of the contract centre.
• Develop a culture and methods that fulfil the business's operation goals and objectives.
• Create, administer, and carry out policies and processes to provide a high level of service.
• Oversee day-to-day operations of teams, ensuring productivity and efficiency.
• Collaborate with management team to define new and innovative processes to better enable our operations to provide quality services to our customers.
• Create and improve performance indicators for employees.
• Define the department's service standards and requirements while driving process improvement and resource optimization analyzes to meet future demands.
• Create and implement strategies for collecting, evaluating, and analyzing consumer feedback.
• Create and execute new hire and experienced staff training and quality assurance procedures.
• Act as a liaison between clients and the company, building a trusting relationship while optimizing business potential.
• Serve as a link between operations and other departments within the organization.
• Create and carry out the department's budget.
• Foster a culture of accountability, continuous improvement and customer-centricity.

Requirements

• A bachelor's degree in Business, Finance or a related field.
• A minimum of 5 years of similar experience is required, with prior management experience in a BPO environment.
• Significant experience leading operational service teams.
• Bilingual French/English an asset.
• Proven expertise in management and/or relationship management at a senior, strategic level.
• Capable of interpreting MI/BI, developing strategy, and making suggestions.
• Influential connection skills, ability to leverage these ties to improve service.
• Superior communication and negotiating abilities.
• Capable of adapting to and succeeding in a changing environment.
• Demonstration of well-developed leadership abilities.
• Excellent analytical and problem-solving abilities.
• Expertise with Microsoft Office Suite or equivalent applications.

What We Offer

• Competitive compensation package
• Opportunity to lead and make a significant impact within a growing company
• Opportunity for growth and development
• Supportive and collaborative work environment