Head of Operations

Surgo PTY Ltd; Umhlanga Rocks; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading recruitment firm seeks a Head of Operations to oversee their contact centre in Umhlanga, KZN. The ideal candidate will manage operational teams, ensuring productivity and exceptional customer experience. With over 10 years of executive operational leadership experience within the BPO or CX environment, strong influence management, and a strategic mindset, you'll drive performance and improve client engagement. The role includes competitive compensation, market-related CTC, performance bonuses, and benefits such as medical aid and a provident fund.

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.

Responsibilities

• Oversee day-to-day operations of the contact centre.
• Manage and mentor teams of agents and campaign managers.
• Implement processes for continuous improvement in customer satisfaction.
• Analyze performance metrics for operational improvements.
• Create a motivating work environment for team performance.

Skills

Performance improvement

Influence management

Business analysis

Strategic thinking

Client focus

Problem-solving

Policy development

Senior stakeholder engagement

Financial interpretation

Commercial experience

Education

Matric

Tertiary education preferred

Job description

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

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 company's 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 team's 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.

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

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 underrepresented backgrounds to apply.

Due to the volume of applications, if you don't hear back within three months, please consider your application unsuccessful. However, 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 [e-mail].