Chief Operations Officer

Tektalent; Johannesburg; On-site; ZAR 80 000 - 150 000; Full time

Job summary

An established industry player is seeking an experienced Chief Operations Officer to lead their Banking and Insurance division. This pivotal role requires a strategic thinker with a strong background in operations, sales forecasting, and workforce management. You will oversee a large team, drive sales performance, and ensure compliance with industry regulations. The ideal candidate will possess excellent leadership skills and a proven track record in client engagement and contract negotiations. Join a dynamic team that values innovation and operational excellence, and make a significant impact on the company's future success.

Qualifications

• 5+ years as an Executive in Contact Centre BPO, Outbound environment.
• 7+ years in Senior Operations leadership in Outbound Call Center sales.

Responsibilities

• Lead and mentor Operations Managers to meet sales and efficiency targets.
• Implement process improvements to enhance productivity and reduce costs.

Skills

Strategic Planning

Sales Forecasting

Workforce Management

Client Engagement

Leadership

Analytical Skills

Commercial Acumen

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Engineering

Tools

Microsoft Excel

CRM Software

Call Center Analytics Tools

Workforce Management Tools

Job description

A large Tech and CX Outsourcing business with a global reach and 15 years experience tailoring solutions that garner profitability for its clients is on the search for an experienced Chief Operations Officer to join their Executive team.

The COO will be responsible for leading and optimising the operations and profitability across the Banking and Insurance division. This role involves strategic planning, forecasting, workforce management, target setting, client engagement, and ensuring operational excellence.

The successful future incumbent will have a strong affinity to data interpretation, an entrepreneurial and commercial mindset as well as a hands-on approach to leading 5 Operations Managers with a divisional headcount of around 800 Outbound Agents to drive sales performance, efficiency, and profitability while maintaining compliance with industry regulations.

Strategic Planning & Forecasting

• Develop and implement strategic initiatives to drive growth and efficiency in outbound sales
• Forecast sales volumes, headcounts, and lead availability to align operational capacity with business objectives
• Set sales targets and KPIs based on historical trends, market conditions, and company goals

Operational Leadership & Performance Management

• Lead, mentor, and develop a team of operations managers to achieve sales and efficiency targets
• Establish and monitor performance metrics to ensure the achievement of operational goals
• Implement process improvements and best practices to enhance productivity and reduce costs

Workforce & Lead Management

• Manage workforce planning, including recruitment, staffing levels, and performance management
• Ensure an optimal balance between lead distribution and agent availability for maximum conversion rates
• Coordinate with marketing and data analytics teams to optimise lead allocation strategies

Client Engagement & Commercial Management

• Build and maintain strong relationships with key clients and stakeholder
• Draft, negotiate, and manage commercial agreements with clients, suppliers, and service providers
• Ensure alignment of operational capabilities with client expectations and contract requirements

Workflow & Process Optimization

• Design and implement efficient workflows to maximize agent productivity and enhance customer experience
• Introduce automation and technology solutions to streamline operations
• Ensure compliance with industry regulations, quality standards, and company policies

What you'll need for this role:

• Bachelor’s Degree or equivalent in BSc in Computer Science, Engineering or relevant field
• Minimum 5 Years’ experience as an Executive in the Contact Centre BPO, Outbound environment
• 7+ years of experience in a Senior Operations leadership role within an Outbound Call Center sales environment
• Proven track record in sales forecasting, workforce management, and lead optimisation
• Strong commercial acumen with experience in contract negotiations and client engagement
• Excellent leadership, communication, and analytical skills
• Experience in designing Contact Centre Sales solutions which meet Client’s expectations
• Proficient in Microsoft packages with emphasis on advanced Excel skills
• Proficiency in CRM, Call Center Analytics, and Workforce Management tools