Key purpose:

The Head of Site is accountable for the leadership and management of the company's site. Engagement, performance and development of people, through the embedding of our culture is at the forefront of this role. Presenting and delivering the very best that the company has to offer to key stakeholders, clients and potential new clients is the core purpose of this role.

Duties and responsibilities:

• Leadership and Management of the company's Site(s).
• Setting the strategy and delivering the company's growth.
• Making sure that the company is a high standard, aspirational site where people develop and succeed.
• Deliver financial performance that demonstrates the effectiveness of the business.
• Accountable for revenue and EBITDA.
• Deliver industry leading client feedback, measured through regular surveys.
• Delivery of the company's Processes through the company to ensure cultural alignment and development of the people.
• In partnership with KUK Sales and Business Development build a pipeline of growth opportunities specific to the company.
• Ensure all required compliance accreditations and certifications including but not limited to ISO Standards and BBBE.
• Motivate and manage performance of Senior Managers within the business to ensure delivery of Key Performance Indicators.
• Build meaningful and effective relationships with Clients to ensure that growth opportunities are realised and service delivery is effective.
• Creating a work environment that facilitates a high-performance culture, while demonstrating high levels of employee engagement.

Qualifications and experience:

• Matric
• Degree in a relevant business discipline is preferred
• 7 Years + BPO/ Contact Center Snr. Management experience
• Previous experience dealing with high profile clients and delivering on SLAs
• Experience in managing 700+ employees
• Must MUST have 7 years plus in a contact centre
• Must come from a large company - 700 fixed term employees plus
• Must have experience in overseeing everything - finance, ops, facilities, recruitment
• Must come from BPO / Call Centre industry