Head of Operations

Kura

Durban, KwaZulu-Natal
Permanent
Full-time

15 days ago

SalaryHead of Operations (CDL)Location: Richefond Circle , DurbanSalary: 100,000 per monthHours: Monday to Friday 9-6This is a permanent full-time role as a Head of Operations in our Mount Edgecombe, South Africa office. The role is on-site.Who we areKura provides award-winning outsourced contact centre solutions across UK and South Africa. Its software subsidiary, Inisoft, develops advisor desktop solutions with full omni-channel capabilities, sold globally. Kura & Inisoft create and provide services and solutions to over 50 clients across many industry verticals. About Us: We are in business because we want to help people to develop and to reach their full potential.We are building a culture that shifts the mind-set from focusing on “things and stuff” to “people and behaviour”. We call this process “Crossing the Bridge”. Our Vision is to be “Unrivalled in Developing People."Role DetailsWhat if you worked with a company that has the same passion for delivering high quality customer service as you? What if that company was highly focused on developing you as an individual, invested in growing your leadership and management skills, and giving you both the tools and autonomy you need to be successful?If you have experience in Operational and commercial performance metrics across a project through the management of a group of Operations and Team Managers, ultimately delivering revenue, gross margin and all KPIs while driving and developing an effective sales culture, then this role is for you. The role includes the following responsibilities:

Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements and customer satisfaction targets
Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing and reporting on financial performance and identifying areas for growth
Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
Lead, develop, motivate and coach Operations and Team Managers enabling them to lead and manage their Team Managers and Advisors to deliver a superior level of sales and a high quality of service.
Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
Create and maintain a strong sales culture and performance driven working environment
Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive report

BenefitsAs well as a clear structure for your personal and professional development we also provide a comprehensive package of benefits which include a medical Insurance, canteen allowance and more.Requirements

Outbound & inbound contact centre operational management and strategic planning experience within a sales environment
Effective leadership through team building , development and a strong coaching culture
Highly focussed and sales driven
KPI management and proven track record of achievement
Ability to recruit and create dynamic and highly performing teams
Commercial awareness and financial management
Thorough understanding of resource optimisation and delivery
Excellent client relationship management
Experience of managing multiple projects and varying team sizes

Next stepsIf you want to be part of a team where you will have the opportunity to grow & develop then this could be the role for you.To apply, click the apply button or contact the team

Email us: ksarecruitment@wearekura.co.za

Kura

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