Head Of Operations

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

Our client is seeking an experienced and results-driven Head of Operations to oversee their contact centre operations at their site in Umhlanga, Durban.

Key Responsibilities

• Oversee day-to-day operations of the contact centre.
• Manage and mentor teams of agents, team leaders, and campaign managers.
• Implement processes to drive continuous improvement in sales, service quality, and maximize customer satisfaction.
• Continuously analyze available performance metrics to identify areas for improvement and implement measures.
• Collaborate with support departments to enhance operational delivery and expedite resolution of escalated issues.
• Create and maintain a positive and motivating work environment that promotes teamwork and professional growth.
• Ensure a consistent and positive customer experience for clients.
• Maintain service quality by aligning customer service strategies with the company's global vision.
• Adapt specific metrics to the needs and expectations of relevant clients.
• Provide guidance, coaching, and mentorship to enhance performance and professional development of direct reports.
• Set relevant targets and KPIs for the contact centre team.
• Monitor individual and team performance to ensure targets are met or exceeded.
• Create a high-performance culture within the contact centre by motivating the team to achieve and exceed objectives.
• Conduct regular performance reviews, provide feedback, and address training needs to enhance the team's capabilities.
• Develop and execute incentive programmes to drive a continuous high-performance environment.
• Mitigate risks associated with contact centre operations, such as regulatory compliance and legal issues.
• Ensure regulatory compliance and adherence to company policies and guidelines during customer interactions.

Skills

• Ability to develop and nurture improved performance across customer service and/or service.
• Strong influence and management skills.
• General business analysis skills.
• Proactive strategic thinker.
• Client focused with tenacity to resolve issues and conflict.
• Stakeholder, service, and solution oriented with high problem-solving capacity.
• Ability to develop and review company policies and standard operating procedures.
• Ability to work effectively with senior and executive level employees.
• Ability to read and interpret financial information.
• Strong commercial background and experience.

Education & Experience

Matric, tertiary education preferred.

5+ years' experience in a similar role in operations in a GBS or BPO.

Salary and Benefits

Salary: Market related CTC plus annual KPI performance bonus.

Benefits: Medical Aid, Provident Fund.

Diversity & Inclusion

Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from under-represented backgrounds to apply.

Application Notice

Due to the volume of applications, if you don't hear back within three months, please consider your application unsuccessful.

Your CV will be retained in our database for future opportunities; every CV is treated as part of our long-term talent pipeline.

If you prefer us not to keep your CV, please contact.