Operations director

Full-time Other-General

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 complian...