Job Title Associate Director

Job Description We’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you? If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Cape Town could be your calling.

This opportunity requires a well experienced and highly organised individual to own the operational performance and lead your teams to deliver the business’s objectives. If you’re the type of person who values and nurtures relationships, takes note of people’s key strengths and knows exactly how to use this to your advantage to help find solutions, then you’re already ahead of the game. A critical eye for detail and strategic way of thinking will get you far in this role, while a genuine knack for sales and persuasive communication is sure to impress us.

If you have a proven track record of achieving positive results in the BPO sector, then take this moment to apply today.

What you'll be doing

• Ensuring optimisation of best practice to deliver a best-in-class operation in all work streams
• Identifying opportunities to exceed on delivery of operational objectives, maximise revenue and achieve business objectives
• Managing budget to optimise P&L, holding a balance sheet on key roles and ensuring that the commercial principles are adhered to
• Developing, measuring and reporting on key account objectives
• Ensuring change control framework is adhered to and reported, feeding into the monthly invoice cycle
• Supporting people objectives with regards to recruitment, training, quality and driving engagement
• Ensuring compliance framework standards and policies are met and adhered to
• Growing and developing your people
• Communicating key messages within the campaigns by working with the management team and our ambassadors
• Acting as a lead and working closely with clients, key internal and external stakeholders across regions and other support areas to ensure alignment of plans and initiatives

What You’ll Need

• Bachelor's Degree in related field from a four-year college or university with 5+ Years of Experience in a senior operations leadership role, ideally within a contact centre, CX-led or commercial environment.
• Strong background in sales, revenue growth and retention strategy (highly advantageous).
• Proven ability to design and execute customer experience and operational strategies that enhance performance and customer outcomes.
• Strong understanding of regulated industries with experience in retail, telecoms, or financial services.
• Demonstrated success in managing senior stakeholder relationships and influencing at executive level.
• Excellent communication, negotiation, and relationship-building skills.
• Proven ability to deliver complex programmes of work and embed continuous improvement initiatives.
• Experience in shaping and formulating operational strategic plans
• Ability to deliver agreed programmes of work and embed initiatives for improvement.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.