Head of Operations

ABC Worldwide (AKA BRIP Careers Worldwide) is a leading business process outsourcing (BPO) company based in Cape Town, South Africa. We specialize in providing exceptional services to clients worldwide, particularly within the aviation industry. Our mission is to deliver top-notch operational solutions while maintaining a culture of excellence, collaboration, and continuous improvement.

We are currently seeking a dynamic Head of Operations to join our team on a full-time basis. In this role, you will play a crucial part in engaging with clients to review performance, formulate service improvement plans, and address operational issues effectively. You will be responsible for forecasting and analyzing data against annual budget figures to ensure alignment and performance monitoring. Additionally, you will provide valuable input into process improvement initiatives and budgets while overseeing the effective operational portfolio management of teams.

As the Head of Operations, you will act as a Subject Matter Expert across various areas within the business, sharing insights and learnings to drive continuous improvement. You will work closely with Senior Ops Managers to monitor team performance against operating rhythm, investigate deviations, and ensure adherence to daily service levels, customer experience quality, and compliance measures. Furthermore, you will compile quarterly reports with Senior Ops Managers to address areas of improvement and identify opportunities for service enhancements.

The ideal candidate for this position should have tertiary education in Sales, Marketing, or equivalent experience along with sound knowledge of CRM systems. They should possess at least 7 years of experience working at a Senior Management level within a large call center operation, managing large teams across multiple campaigns within the outsourced call center environment. Additionally, candidates should have 2-3 years of experience in managing and developing budgets and financial forecasts.

If you are a strategic thinker with excellent leadership skills and a passion for driving operational excellence within a dynamic BPO environment, we invite you to apply for the role of Head of Operations at ABC Worldwide. This position is ideal for experienced professionals looking to make significant contributions to our organization's growth and success while fostering strong relationships with internal stakeholders across all levels. Join us in shaping the future of operational efficiency and client satisfaction in the aviation industry!

• At least 7 years of experience working at a Senior Management level within a large call center operation
• 3-5 years of experience managing large teams across multiple campaigns within the outsourced call center environment
• 2-3 years of experience in managing and developing budgets and financial forecasts
• Tertiary education in Sales, Marketing, or equivalent experience
• Sound knowledge of CRM systems

• Engage with clients to review performance and formulate service improvement plans while addressing operational issues
• Forecast and analyze data against annual budget figures to ensure alignment and performance monitoring
• Provide input into process improvement initiatives and budgets, with decisions approved by the departmental head
• Engage with clients on service optimization and changes to processes or strategies, ensuring effective operational portfolio management of teams

• Sales
• Marketing
• CRM systems
• Budget management
• Process improvement

Seniority Level: Senior Level

• Middle Management

Job Functions: Operations

• Performance Monitoring
• Process Improvement

Industries : BPO

• Aviation
• Sales