Head of Contact Center Operations & Digital Solutions

Edgexec (Pty) Ltd; Johannesburg; On-site; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary package

Job summary

Edgexec (Pty) Ltd in Johannesburg is seeking an experienced Operations Manager to oversee and optimize extensive call centre operations across inbound, outbound, and blended channels.

You will develop strategies aligned with SLAs, KPIs, and customer experience targets, manage workforce planning, and drive continuous improvement while maintaining regulatory and data protection standards. The role collaborates with BI, QA, and Training teams to uplift performance.

Qualifications

• 10+ years in operations management within contact centre or digital environments.
• Strong leadership, people mgmt, and client relationship skills.
• Proven ability to optimize workflows, scheduling, and resources.
• Experience with analytics, compliance, and stakeholder mgmt.

Responsibilities

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, and CX targets.
• Optimize workflow, capacity planning, and workforce scheduling.
• Drive continuous improvement in processes, controls, and service delivery.
• Ensure compliance with regulations, policies, and data protection.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chat channels.
• Manage dialer configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards and metrics to identify trends, risks, and opportunities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.

Skills

Leadership

People management

Analytics

Stakeholder management

Communication

Client relationships

Tools

Dialer systems

AVM

WhatsApp

Chatbots

Job description

Edgexec (Pty) Ltd in Johannesburg is seeking an experienced Operations Manager to oversee and optimize extensive call centre operations across inbound, outbound, and blended channels.

You will develop strategies aligned with SLAs, KPIs, and customer experience targets, manage workforce planning, and drive continuous improvement while maintaining regulatory and data protection standards. The role collaborates with BI, QA, and Training teams to uplift performance.