Global CX Operations Chief - Scale & Lead Excellence

SURGO; Durban; On-site; ZAR 600 000 - 750 000; Full time

Job summary

A rapidly scaling customer experience company in Durban is seeking a dynamic Chief Operating Officer (COO) to lead call centre operations and drive service transformation. The ideal candidate will have over 10 years of executive leadership experience in customer service or call centre management, strong commercial results, and the ability to foster a culture of continuous improvement. Responsibilities include developing operational strategies, overseeing performance metrics, and managing cross-functional teams. Competitive salary and benefits included.

Benefits

Medical Aid

Provident Fund

Annual KPI Performance Bonus

Qualifications

• At least 10 years of proven executive-level operational leadership within a BPO or CX environment.
• Demonstrated success leading complex, high-volume customer service or call centre operations.
• Extensive experience managing dispersed teams and international operations is strongly preferred.

Responsibilities

• Develop and execute operational strategies aligned with business vision.
• Oversee operational performance of CX campaigns ensuring service excellence.
• Establish and monitor KPIs to ensure delivery of SLAs.

Skills

Business acumen

Strategic thinking

Leadership

Analytical skills

Financial understanding

Communication skills

Education

Advanced degree in Business Administration, Operations, Finance, or related field

Job description

A rapidly scaling customer experience company in Durban is seeking a dynamic Chief Operating Officer (COO) to lead call centre operations and drive service transformation. The ideal candidate will have over 10 years of executive leadership experience in customer service or call centre management, strong commercial results, and the ability to foster a culture of continuous improvement. Responsibilities include developing operational strategies, overseeing performance metrics, and managing cross-functional teams. Competitive salary and benefits included.