Position Summary:

The Head of Operations / Chief Operating Officer (COO) will play a pivotal role in driving the operational excellence of our client. This position demands a strategic leader who can oversee and streamline all aspects of operations, including sales, human resources, contact center, and other critical functions. The ideal candidate will be a dynamic and results-oriented individual with a proven track record in operations management and leadership.

Duties andResponsibilities:

• Operational Leadership: Lead and oversee the entire operations team, including sales, HR, contact center, and other operational functions. Ensure seamless coordination and alignment across all departments to achieve business goals.
• Sales Operations: Develop and implement robust sales strategies to drive growth and market penetration. Monitor sales performance, analyze metrics, and provide actionable insights to optimize sales processes.
• HR Management: Oversee the HR department to ensure effective recruitment, training, development, and retention of top talent. Foster a positive and inclusive work environment that aligns with the company’s culture and values.
• Contact Center Management: Ensure the contact center delivers exceptional customer service. Implement best practices and technologies to enhance customer experience and operational efficiency.
• Strategic Planning: Collaborate with the executive team to develop and execute long-term strategic plans. Identify opportunities for operational improvement and growth, and implement initiatives to capitalize on these opportunities.
• Financial Oversight: Manage budgets, forecasts, and financial performance of operational departments. Ensure cost-effective operations while maintaining high standards of quality and service.
• Compliance and Risk Management: Ensure all operations comply with legal and regulatory requirements. Identify and mitigate risks associated with operational activities.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) for all operational areas. Use data-driven insights to make informed decisions and drive continuous improvement.
• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including vendors, partners, and customers.

Education, Skills and Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or other advanced degree preferred.
• Minimum of 10 years of experience in operations management, with at least 5 years in a senior leadership role.
• Proven track record of leading and managing large, diverse teams across multiple functions.
• Strong understanding of sales operations, HR practices, and contact centre management.
• Exceptional strategic thinking, problem-solving, and decision-making abilities.
• Excellent communication, interpersonal, and leadership skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Experience in the telecommunications industry is highly desirable.