Head of Operations

Salary

Head of Operations (CDL)

Location: Richefond Circle, Durban

Salary: up to 1, 200,000 per anum DOE

Hours: Monday to Friday 9-6

This is a permanent full-time role as a Head of Operations in our Richefond Circle, South Africa office. The role is on-site.

Who we are

Kura 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 Details

What 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 delivering operational and commercial performance through people, ultimately delivering value add to clients then this role is for you. Key responsibilities for this role:

Deliver operational KPIs to ensure contractual obligations are met.

Ensure internal revenue budget targets and revenue growth targets are exceeded through 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 service.

Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to maximise engagement across the business by building a fun and rewarding environment.

Create and maintain a strong performance driven working environment.

Work with Operations Leadership and Functional Support teams to prepare and present monthly and quarterly client business reviews and KURA executive reports.

Benefits

As 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

At least 5 years’ experience in contact centre operational management and strategic planning with a proven track record of achievement.

Effective leadership and management of people, building and developing teams with a strong focus on coaching and improvement.

Organises and manages time effectively to meet commitments.

Can recognise the root cause of a problem and makes proactive interventions.

Ability to recruit and build 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 steps

If 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

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Permanent Full-Time