Head of Operations: Contact Centre

Head of Operations
Umhlanga, Durban
Full-Time, On-Site
Salary: R80,000 – R110,000 per month

About the Client

Our client is a leading global player in contact centre solutions, renowned for delivering exceptional customer experiences across diverse industry verticals. With a strong focus on innovation, efficiency, and collaboration, they empower businesses to meet and exceed their operational goals through cutting-edge strategies and high-performance teams.

About the Role

As the Head of Operations, you will oversee the daily management of the contact centre, driving operational excellence and team success. This role demands a results-oriented leader who can foster a culture of engagement, deliver on key performance indicators, and ensure seamless service delivery to clients across multiple sectors.

Why Join Them

• Lead a dynamic, high-performing team in a globally recognised organisation.
• Work at the forefront of innovation in customer experience management.
• Be part of a culture that values collaboration, growth, and excellence.
• Thrive in the vibrant and dynamic business hub of Umhlanga, Durban.

Key Responsibilities

• Oversee the day-to-day operations of the contact centre.
• Mentor and develop agents, team leaders, and campaign managers.
• Implement and monitor strategies for continuous improvement in sales, service, and customer satisfaction.
• Collaborate with support teams to resolve escalations effectively.
• Drive a positive and motivating work environment, promoting professional growth and teamwork.

Requirements

• 10–15 years of experience in operations within a GBS or BPO environment.
• Strong leadership skills with a focus on performance management.
• Proven ability to interpret financial data and implement cost-effective strategies.
• Expertise in regulatory compliance and risk management.
• Exceptional stakeholder engagement and client management abilities.

Preferred Skills

• Strategic thinker with excellent problem-solving capabilities.
• Proficiency in developing and reviewing policies and procedures.
• Strong commercial acumen and business analysis expertise.