Head of Operations: Contact Centre

Believe Resourcing; Durban; On-site; ZAR 500,000 - 600,000; Full time

Job summary

Une entreprise leader dans les solutions de centres d'appels recherche un Head of Operations pour diriger ses opérations à Umhlanga, Durban. Le candidat idéal aura entre 10 et 15 ans d'expérience, avec une compétence avérée en gestion de performances et d'engagement des parties prenantes. Ce rôle est axé sur l'innovation, l'efficacité et un développement professionnel constant dans un environnement dynamique.

Benefits

Environnement de travail dynamique

Opportunités de croissance professionnelle

Qualifications

• 10-15 ans d'expérience en opérations dans un environnement GBS ou BPO.
• Compétences en leadership axées sur la gestion des performances.
• Capacité à interpréter des données financières.

Responsibilities

• Gérer les opérations quotidiennes du centre de contact.
• Mentorer et développer les agents et les chefs d'équipe.
• Mettre en œuvre des stratégies d'amélioration continue.

Skills

Leadership

Engagement des parties prenantes

Analyse commerciale

Gestion des performances

Job description

Head of OperationsUmhlanga, DurbanFull-Time, On-SiteSalary : R80, – R, per monthAbout the ClientOur client is a leading global player in contact centre solutions, renowned for delivering exceptional customer experiences across diverse industry verticals.

With a strong focus on innovation, efficiency, and collaboration, they empower businesses to meet and exceed their operational goals through cutting-edge strategies and high-performance teams.About the RoleAs the Head of Operations, you will oversee the daily management of the contact centre, driving operational excellence and team success.

This role demands a results-oriented leader who can foster a culture of engagement, deliver on key performance indicators, and ensure seamless service delivery to clients across multiple sectors.Why Join ThemLead a dynamic, high-performing team in a globally recognised organisation.Work at the forefront of innovation in customer experience management.Be part of a culture that values collaboration, growth, and excellence.Thrive in the vibrant and dynamic business hub of Umhlanga, Durban.Key ResponsibilitiesOversee the day-to-day operations of the contact centre.Mentor and develop agents, team leaders, and campaign managers.Implement and monitor strategies for continuous improvement in sales, service, and customer satisfaction.Collaborate with support teams to resolve escalations effectively.Drive a positive and motivating work environment, promoting professional growth and teamwork.Requirements10–15 years of experience in operations within a GBS or BPO environment.Strong leadership skills with a focus on performance management.Proven ability to interpret financial data and implement cost-effective strategies.Expertise in regulatory compliance and risk management.Exceptional stakeholder engagement and client management abilities.Preferred SkillsStrategic thinker with excellent problem-solving capabilities.Proficiency in developing and reviewing policies and procedures.Strong commercial acumen and business analysis expertise.