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 insigh...