Head of Contact Center Operations | Drive Performance

Ananzi; Durban; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading contact centre management company in Durban seeks a Head of Operations. The role involves overseeing daily operations, managing teams, and implementing processes for sales and service quality improvement. Candidates should have over 5 years of relevant experience in operations and a strong ability to influence and manage people. Benefits include medical aid and a performance bonus. This position encourages applications from diverse backgrounds.

Benefits

Medical Aid

Provident Fund

Annual KPI performance bonus

Qualifications

• 5+ years of experience in a similar role in operations in a GBS or BPO.
• Strong influence and management capabilities.
• Capacity to interpret financial information effectively.

Responsibilities

• Oversee day-to-day operations of the contact centre.
• Manage and mentor teams of agents and managers.
• Implement processes to enhance sales and customer satisfaction.
• Analyze performance metrics to identify and implement improvements.
• Maintain a compliant and motivating environment.

Skills

Customer service performance improvement

Influence and management skills

Business analysis skills

Strategic thinking

Client focused problem resolution

Stakeholder orientation

Policy development

Financial information interpretation

Commercial background

Education

Matric

Tertiary education preferred

Job description

A leading contact centre management company in Durban seeks a Head of Operations. The role involves overseeing daily operations, managing teams, and implementing processes for sales and service quality improvement. Candidates should have over 5 years of relevant experience in operations and a strong ability to influence and manage people. Benefits include medical aid and a performance bonus. This position encourages applications from diverse backgrounds.