Managing Director

Ithemba Recruitment- Sourcing Top Talent; Durban; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading recruitment firm in Durban seeks a Head of Site to lead and manage the company’s operations. The successful candidate will oversee a large team, ensuring high performance and compliance with industry standards. Key responsibilities include driving site strategy, managing financial performance, and building strong client relationships. With 7+ years in a contact centre and experience managing large teams, this role is critical for the firm's growth and success.

Qualifications

• 7+ years of experience in a contact centre environment.
• Experience in managing over 700 employees in a BPO context.
• Previous experience with high profile clients and SLAs.

Responsibilities

• Lead and manage the company’s site, focusing on growth and performance.
• Ensure compliance with accreditation standards.
• Motivate Senior Managers to achieve Key Performance Indicators.

Skills

Leadership

Client relationship management

Financial management

People development

Education

Degree in a relevant business discipline

Job description

The Head of Site is accountable for the leadership and management of the company's site. Engagement, performance and development of people, through the embedding of our culture is at the forefront of this role. Presenting and delivering the very best that the company has to offer to key stakeholders, clients and potential new clients is the core purpose of this role.

Duties and responsibilities

• Leadership and Management of the company's site(s).
• Setting the strategy and delivering the company's growth.
• Making sure that the company is a high standard, aspirational site where people develop and succeed.
• Deliver financial performance that demonstrates the effectiveness of the business.
• Accountable for revenue and EBITDA.
• Deliver industry leading client feedback, measured through regular surveys.
• Delivery of the company's Processes through the company to ensure cultural alignment and development of the people.
• In partnership with KUK Sales and Business Development build a pipeline of growth opportunities specific to the company.
• Ensure all required compliance accreditations and certifications including but not limited to ISO Standards and BBBE.
• Motivate and manage performance of Senior Managers within the business to ensure delivery of Key Performance Indicators.
• Build meaningful and effective relationships with Clients to ensure that growth opportunities are realised and service delivery is effective.
• Creating a work environment that facilitates a high-performance culture, while demonstrating high levels of employee engagement.

Qualifications and experience

• Matric
• Degree in a relevant business discipline is preferred
• Previous experience dealing with high profile clients and delivering on SLAs
• Experience in managing 700+ employees
• Must MUST have 7 years plus in a contact centre
• Must come from a large company - 700 fixed term employees plus
• Must have experience in overseeing everything - finance, ops, facilities, recruitment
• Must come from BPO / Call Centre industry