Executive Director, Operations & Country Manager - South Africa

At TTEC, we're all about the Human Experience. Elevated. As the Country Manager for South Africa, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Looking for an executive role where you’ll be responsible for growing and managing TTEC’s Engage segment throughout South Africa? In this role you’ll be responsible for overall leadership for operations fulfilling the expectations we set for our client relationships. You'll achieve success through partnering with internal subject matter experts and incorporate next level operational services into your conversations including consulting, analytics, virtual agents, simulated learning, AI and Automation. Additionally, you’ll be responsible for hiring and developing great people who bring operational framework expertise that deliver innovative solutions yielding extraordinary engagement for our clients and their customers

Reporting to Chief Delivery Officer, you'll impact the business through building lasting client relationships and partnering alongside multiple team members to increase revenue.

During a Typical Day, You'll

• Create and actualize the strategy for the operations in collaboration with the business segment leaders ensuring the business achieves the delivery goals 
• Establish and execute upon operating procedures consistent with our Executive Committee policies and objectives
• Focus on people development while driving humanity across the South African operations while instilling our TTEC values
• Oversee the operation to guarantee a fiscally responsible business as you prepare cost analysis for new business ventures, entailing labor costs, industry trends, suppliers, and potential growth opportunities
• Achieve operational goals by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
• Meet financial goals by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Ensure all organization activities and operations are carried out in compliance with South African regulations
  Develop and maintain strong, positive client relationships with clients by building a bridge to the client and evaluating the opportunities for growth
• Position TTEC as an employer of choice within South Africa, while developing our brand and culture

What You Bring to the Role

• 15+ years operational leadership experience in a BPO work environment, and related outsourcing operations/business development experience 
• Experience leading large-scale operations with 2,000+ employees
• Understanding of managing account financials to complete projections, manage costs and profitability
• General management experience including operations, human capital, facilities and financial management
• Comfortable working solely and as part of a team in an evolving environment
• Financial acumen with experience running a P&L

Who We Are:

For nearly 40 years and counting, we've combined service design, strategic consulting, technology platforms and operations excellence to deliver experiences that captivate customers and dramatically improve the bottom line. We help companies reduce customer effort, enable contact center employees, and continuously optimize business outcomes through digital CX transformation.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We strive to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and every individual to bring value to the table in their own unique way. But don't take our word for it, check out some of the diversity and women in leadership awards on TTECjobs.com.