Head of Operations - Contact Centre CX Leader

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

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.