DirectBPO a subsidiary of Mascom is recruiting for a Managing Director
JOB SUMMARY
Reporting to the Board of Directors, the Managing Director will lead Direct BPO Call Center’s strategic direction, operational excellence, and business growth. This role is responsible for overseeing all aspects of the organization, ensuring profitability, client satisfaction, and employee engagement. The MD will drive innovation, maintain compliance, and foster a high-performance culture aligned with the company’s mission and values.
Key Performance Areas
Strategic Leadership
– Develop and execute the company’s strategic plan to achieve long-term growth and sustainability.
– Identify new business opportunities, partnerships, and markets to expand service offerings.
– Represent the company in high-level negotiations and industry forums.
Operational Management
– Oversee daily operations across departments.
– Ensure service delivery meets or exceeds client expectations and contractual obligations.
– Implement best practices in call center operations, workforce management, and technology utilization.
Financial Oversight
– Manage the company’s budget, financial planning, and reporting.
– Drive cost-efficiency while maintaining high service standards.
– Monitor key performance indicators (KPIs) and ensure profitability.
People & Culture
– Lead, mentor, and develop the senior leadership team.
– Promote a culture of accountability, innovation, and continuous improvement.
– Ensure compliance with labor laws and ethical standards.
Client & Stakeholder Engagement
– Build and maintain strong relationships with clients, vendors, and stakeholders.
– Ensure high levels of client satisfaction and retention.
– Provide regular updates to the Board of Directors on performance and strategic initiatives.
Qualifications
- Bachelor’s Degree in Business Administration, Management, or related fields (MBA preferred)
Key Competencies
– Strategic Thinking
– Operational Excellence
– Financial Acumen
– Leadership & Team Development
– Client Relationship Management
– Change Management
Job Requirements
- Proven track record in strategic planning, operational management, and financial oversight.
- Bachelor’s Degree in Business Administration, Management, or related fields (MBA preferred).
- Minimum 10 years’ experience in senior leadership roles, preferably in BPO or customer service environments. Experience with digital transformation and call center technologies is a plus.
- Relevant Managerial / Senior Management Development Programme and/or MBA would be advantageous.
- Excellent project management skills with the ability to lead multiple projects simultaneously.
If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to recruitment@mascom.bw. Kindly note that we do not accept hand delivered applications and we will only get in contact with shortlisted candidates.
Job Advert Consent
By submitting this application, you hereby give express consent for Mascom to process any information you share in a lawful manner they deem fit in line with their recruitment process and retain it within their talent pool. Additionally, if your application is unsuccessful, you may be contacted in the future for other relevant opportunities.