Head of Operations

We are seeking an experienced and results-driven Head of Operations to oversee our contact centre operations at our site in Umhlanga, Durban. The ideal candidate will lead and manage the operational teams to support our clients across multiple industry verticals. The Head of Operations will ensure efficiency, productivity and exceptional CX delivery through achievement of key performance targets and business objectives, driving a culture of motivation and engagement.

Key Responsibilities:

1. Oversee day-to-day operations of the contact centre.
2. Manage and mentor teams of agents, team leaders, and campaign managers.
3. Implement processes to drive the continuous improvement agenda for sales and service, quality, and maximize customer satisfaction.
4. Continuously analyse available performance metrics to identify areas for improvement and implement measures to drive the continuous improvement agenda for sales and service, quality, and maximize customer satisfaction.
5. Collaborate with support departments to enhance operational delivery and for speedy resolution of escalated issues.
6. Create and maintain a positive and motivating work environment that promotes teamwork and professional growth.

Client Engagements:

1. Ensure a consistent and positive customer experience for clients.
2. Maintain service quality by aligning customer service strategies with the company's global vision.
3. Adapt certain metrics to the specific needs and expectations of relevant clients.

Operational Leadership and Management:

1. Provide guidance, coaching, and mentorship to enhance the performance and professional development of direct reports.
2. Set relevant targets and KPIs for the contact centre team.
3. Monitor individual and team performance to ensure targets are met or exceeded.
4. Create a high-performance culture within the relevant contact centre by motivating the team to achieve and exceed objectives.
5. Conduct regular performance reviews, provide feedback, and address training needs to enhance the relevant contact centre team's capabilities.
6. Develop and execute relevant incentive programs to drive a continuous high-performance environment.

Risk and Compliance:

1. Mitigate risks associated with relevant contact centre operations, such as regulatory compliance and legal issues.
2. Ensure regulatory compliance and adherence to company policies and guidelines during customer interactions.

Skills:

1. Ability to develop and nurture improved performance across customer service and or service.
2. Strong influence management skills.
3. General business analysis skills.
4. Proactive strategic thinker.
5. Client focused with tenacity to resolve issues and conflict.
6. Stakeholder, service, and solution oriented with high problem-solving capacity.
7. Ability to develop and review company policies and standard operating procedures.
8. Ability to work effectively with senior and executive level employees.
9. Ability to read and interpret financial information.
10. Strong commercial background and experience.

Education:

1. Matric, Tertiary education preferred.
2. 10-15 years’ experience in a similar role in operations in a GBS or BPO.