Director Site Operations

Advanced Call Center Technologies, Llc; Johannesburg; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A leading call center organization is seeking a Director to oversee day-to-day operations, manage client relationships, and ensure operational efficiency. The ideal candidate has over 3 years of experience in managing financial call centers and vendor management within the outsourcing environment. Strong change management and technical skills are essential. This full-time role focuses on customer service and sales, requiring an individual capable of delivering excellence in performance. A BS/Bachelor’s degree or equivalent experience is required.

Qualifications

• 3+ years of experience managing financial call centers.
• 3+ years of vendor management in an outsourcing environment.
• Experience and expertise within the BPO call‑center industry.

Responsibilities

• Direct day-to-day operations of the operating group.
• Maintain efficiency and effectiveness of operations and client satisfaction.
• Interface daily with clients to develop business processes.

Skills

Management skills

Client relationship management

Operational excellence

Change management

Technical proficiency

Education

BS/Bachelor’s degree or equivalent

Tools

Microsoft Excel

Microsoft Word

Microsoft Power Point

Job description

Responsibilities

• Direct the day‑to‑day operations of an operating group.
• Maintain the efficiency and effectiveness of the operation, including client interface, customer satisfaction, employee development, and fiscal accountability.
• Execute strategic direction set by the client and Executive Staff.
• Implement tactical plans to achieve strategic objectives.
• Function as a key member of the management team to provide value‑added service to client companies.
• Work closely with colleagues from Operations, Sales, IT, and Corporate to meet client needs and complete projects.
• Be flexible and support multiple projects.
• Apply performance‑improvement tools and techniques for process improvements.
• Interface daily with the client to develop and sustain business processes and practices that result in number‑one rankings and sustained client relationships.
• Provide specific guidance to managers, employees, and other staff to ensure the focus is correct and the work is accomplished on time, within budget, and meets or exceeds the highest quality standards.
• Manage work to achieve number‑one performance for the client.
• Customer satisfaction: interact with internal and external clients to ensure continuous customer satisfaction.
• Oversee staff to ensure accurate and timely tactical processes.
• Recommend and approve salary increases, transfers, and promotions; develop performance plans, monitor progress, coach, evaluate employees; provide training and other developmental programs for staff; interview, select, and terminate associates within guidelines.

• Perform other related duties and projects as assigned.

Qualifications

• BS/Bachelor’s degree or equivalent (or 3+ years of relevant working experience).
• 3+ years of experience managing financial call centers.
• 3+ years of vendor management in an outsourcing environment.
• 3+ years of experience supervising exempt personnel in a management capacity.
• Demonstrated ability to work with both technical and operational personnel.
• Experience and expertise within the BPO call‑center industry (inbound and outbound).
• Track record of success and career progression in call center management.
• Change‑management skills to develop critical people‑based processes.
• Track record of leadership roles on specific projects.

Other Requirements

• Possess broad business knowledge.

• Technical skills to support an understanding of business issues and the specific impact of technology upon people and processes.
• Proficiency in Microsoft Excel, Word, Power Point, and other related applications.
• Flexibility in dealing with frequent and erratic client demands.

Seniority Level

Director

Employment Type

Full‑time

Job Function

Customer Service and Sales

Industries

Telephone Call Centers