Head of Operations - NUTUN

Nutun CX is currently seeking a Head Operations to ensure the effective management of all aspects of the campaigns to ensure service delivery against client performance standards. We are seeking a candidate who can demonstrate accountability for revenue delivery and detailed ownership of the P&L for the accounts responsible for. Ideally with 1-2 years experience working with GM and CM. We require someone who can take ownership of the account strategy, including proposing and presenting strategies to our partners.
Job Objectives:

• Monitor performance against operating rhythm and investigate deviations.
• Review daily service levels, customer experience, quality, and compliance measures.
• Manage an effective Communication model to ensure all teams understand the overall business performance and their impact on it.
• Motivate and manage performance of Snr Operations Managers within the account to ensure delivery of overalltargets and business plan.
• Review monthly forecasts and agree targets with Snr Operations Managers ensuring alignment to customer requirements.
• Compile monthly reports with Snr Operations Managers and address areas of improvement
• Engage with client on operational issues and service delivery on a weekly basis.
• Identify and highlight opportunities for service and process improvements
• Analyse and research team metrics to identify areas of excellence and implement across teams.
• Actively engage and coach Snr Operations Managers on operational issues to ensure process optimisation and improvements.
• Provide daily direction and communication to Snr Operations Managers on operational performance.
• Tactical Client interactions on a daily basis.
• Operational portfolio management of the teams.
• Develop employee motivation and manage career development.
• Fully integrated in key decision processes especially demand management on governance and steering processes.
• Institute necessary changes due to continuous improvement processes.

Education and Experience Requirements:

• Tertiary education in Sales / Marketing or equivalent experience.
• Sound knowledge of CRM system.
• 3-5 years experience working at a senior management level within a Call Centre of a large operation.
• 2 years experienced in managing large teams across multiple campaigns preferably within the outsourced call centre environment.
• Exposure to a full cycle (1 year) of managing and developing budgets and financial forecasts.
• Planning and Organizational Skills; defining performance standards and meeting service levels.

Essential Competencies:

• Planning and Organisational Skills; defining performance standards and meeting service levels; manage resources
• Leadership skills: ability to lead and motivate a team
• Strong and adaptable communication skills with the ability to influence and motivate employees and managers.
• Business Analysis: ability to analyse and interpret the metrics
• Financial management: understanding of developing and managing budgets and forecasts; control. of expenditure and consequences of deviations; commission structures; financial acumen.
• Coaching Skills: ability to deliver constructive feedback.
• Relationship Management: ability to balance internal vs external customer requirements.
• Adaptability / Resilience with the ability to manage under pressure.
• Initiative / creative thinker with a flexible approach to change.