Head Of Operations

Surgo PTY; Durban; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading recruitment firm is seeking an experienced Head of Operations to oversee contact center operations in Durban. In this role, you will lead and mentor teams, ensure exceptional service delivery, and drive performance targets. The ideal candidate will have a minimum of 10 years in executive-level operations within a BPO or CX environment. A strong focus on strategic thinking, client satisfaction, and regulatory compliance is necessary. This full-time position offers a market-related CTC plus an annual KPI performance bonus and benefits including medical aid and provident fund.

Benefits

Medical Aid

Provident Fund

Annual KPI Performance Bonus

Qualifications

• At least 10 years of proven executive-level operational leadership in BPO or CX.
• Experience in managing large teams and contact center operations.

Responsibilities

• Oversee daily operations of the contact center.
• Mentor teams and implement processes for improvement.
• Ensure a positive customer experience while achieving targets.
• Monitor and enhance team performance regularly.

Skills

Leadership skills

Influence management

General business analysis

Strategic thinking

Client focus

Problem-solving capacity

Policy development

Financial interpretation

Commercial experience

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.

Duties & Responsibilities

The ideal candidate will own the leading and managing of operational teams to support our clients across multiple industry verticals ensuring efficiency productivity and exceptional CX delivery through achievement of key performance targets and business objectives driving a culture of motivation and engagement.

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 the continuous improvement agenda for sales and service quality and maximize customer satisfaction.
• Continuously analyse available performance metrics to identify areas for improvement and implement measures to drive the continuous improvement agenda for sales and service quality and maximize customer satisfaction.
• Collaborate with support departments to enhance the operational delivery and for speedy resolution of escalated issues.
• Create and maintain a positive and motivating work environment that promotes teamwork and professional growth.

Client Engagements

• Ensure a consistent and positive customer experience for clients.
• Maintain service quality by aligning customer service strategies with the companys global vision.
• Adapt certain metrics to the specific needs and expectations of relevant clients.

Operational Leadership and Management

• Provide guidance coaching and mentorship to enhance the 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 relevant contact centre by motivating the team to achieve and exceed objectives.
• Conduct regular performance reviews provide feedback and address training needs to enhance the relevant contact centre teams capabilities.
• Develop and execute relevant incentive programs to drive a continuous high-performance environment.

Risk and Compliance

• Mitigate risks associated with relevant contact centre operations such as regulatory compliance and legal issues.
• Ensure regulatory compliance and adherence to company policies and guidelines during customer interactions.

Desired Experience & Qualification

Skills

• Ability to develop and nurture improved performance across customer service and or service.
• Strong influence management skills.
• General business analysis skills.
• Proactive strategic thinker.
• Client focused with tenacity to resolve issues and conflict.
• Stakeholder service and solution orientated 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 and Experience

• Matric Tertiary education preferred.
• Non-negotiable : At least 10 years of proven executive-level operational leadership within a BPO or CX environment.

Salary

Salary: Market Related CTC plus Annual KPI Performance Bonus

Benefits

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 underrepresented backgrounds to apply.

Employment Type: Full-Time