Operations Director

Role Overview

Reporting to the Operational Executive, the Director of Operations leads the end-to-end operational delivery of our Ballito contact centre. You will be accountable for performance, people, process, and client outcomes, driving a culture of continuous improvement, operational excellence, and scalable growth.

Key Responsibilities

• Own day-to-day operational delivery, ensuring efficiency, quality, and alignment with client SLAs and company objectives.
• Execute operational strategies that drive performance improvement and sustainable growth.
• Lead, develop, and mentor cross-functional teams, ensuring accountability and high performance.
• Manage the operations budget; track expenditure and implement cost-saving initiatives without compromising service quality.
• Ensure optimal allocation of resources, i.e. people, technology, and infrastructure.
• Define, monitor, and report on KPIs; translate data insights into actionable decisions for senior leadership.
• Ensure full compliance with legal, regulatory, and client requirements; proactively identify and mitigate operational risk.
• Lead the delivery of operational projects on time and within scope & budget.
• Champion process optimisation across the site, leveraging Lean/Six Sigma and technology solutions.
• Maintain clear, consistent communication with executive leadership, support functions, and client stakeholders.

Qualifications

Candidate Requirements

• Tertiary qualification in Business Administration, Management, Operations, or a related discipline; MBA preferred.

Experience

• 5+ years in a senior operations management or leadership role within a BPO or CXM environment.
• Proven track record of delivering measurable improvements in operational efficiency and client satisfaction.
• Demonstrated experience managing complex, multi-workstream projects on time and within budget.
• Solid background in budgeting, forecasting, and financial management with a data-driven approach.
• Experience building and sustaining leadership pipelines and developing senior talent.

Skills & Competencies

• Strong leadership and people management capability across diverse, cross-functional teams.
• Strategic thinker with the ability to translate vision into executable plans.
• Proficiency in process optimisation methodologies (Lean, Six Sigma, or equivalent).
• Confident use of technology and data analytics platforms to drive operational decisions.
• Excellent verbal and written communication skills with the ability to influence at all levels.
• In-depth knowledge of the BPO/CXM industry landscape, including emerging trends and client expectations.

What We Offer

• A high-impact leadership role within a growing global organisation.
• The opportunity to shape and scale unifyCX's South African operations from the ground up.
• A collaborative, innovation-driven culture with global exposure.
• Competitive remuneration package commensurate with experience.