Chief Operating Officer

Ignition CX; Durban; On-site; ZAR 1 100 000 - 1 400 000; Full time

Job summary

A fast-growing call center management firm in Durban is seeking an experienced Chief Operating Officer (COO) to oversee and optimize operations. The ideal candidate will provide strategic direction, enhance productivity, and ensure exceptional service delivery. Responsibilities include developing operational strategies and monitoring performance metrics. Applicants should possess a strong commercial understanding and proven operational experience at the executive level in a call center environment.

Qualifications

• Proven Operational experience at Executive/COO level in a call centre environment.
• Ability to lead and supervise a multidisciplinary team.
• Demonstrable understanding of financial and management accounting results.

Responsibilities

• Provide strategic direction and leadership to the call centre operations team.
• Develop and implement operational strategies to enhance productivity and service quality.
• Monitor daily business performance and establish corrective measures.

Skills

Commercial understanding

Solutions focused

Interpersonal skills

Leadership

Decision making

Strategic thinking

Creativity in solutions

Excellent communication

Education

Advanced degree in business

Job description

The role

Ignition CX is a fast-growing company, both locally and internationally. We're searching for an experienced Executive to approach the business with a fresh point of view and an ability to make decisions and execute quickly. We are seeking a strategic and results‑driven Chief Operating Officer (COO) to oversee and optimize our call centre operations. The ideal candidate will be responsible for driving operational excellence, implementing efficient processes, and ensuring the delivery of exceptional service levels to our clients. The COO will play a pivotal role in shaping the company's operational strategies, managing resources effectively, and fostering a culture of continuous improvement.

The detail

• Provide strategic direction and leadership to the call centre operations team, ensuring alignment with the company's goals and objectives.
• Develop and implement operational strategies to enhance productivity, efficiency, and service quality while optimizing costs and resources.
• Identify opportunities for process optimization, automation, and standardization to streamline operations and improve overall performance metrics.
• Monitor daily business performance, providing regular updates to stakeholders and establishing corrective measures as needed.
• Develop highly visible and transparent Operational reporting processes (using technology where possible) to highlight daily operational performance to allow immediate response and corrective measures when necessary.
• Prepare detailed Exec Operational updates, reporting in the monthly Executive Committee meetings, working closely with the other CX Executives to provide accurate forecasting and reports.

Key Attributes

• Good commercial understanding.
• Very solutions focused.
• Interpersonal/communication/leadership (from agent to exec).
• Non‑Negotiable: Proven Operational experience at Executive/COO level in a call centre environment.
• Excellent business acumen and ability to effectively manage, lead and supervise a multidisciplinary team.
• Must excel at strategic thinking, be open to new perspectives and better ways to do things.
• A non‑nonsense decision maker – ability to think clearly, quickly and effect change.
• Must be creative with solutions and able to manage innovation.
• Results‑driven mentality, with a demonstrable understanding of financial and management accounting results and considerations.
• Ability to delegate effectively.
• Excellent communication and influencing skills with the ability to resolve issues.

Education and Training

• Advanced degree in business (e.g., BCom, Business Administration, or related field).