Head of Operations - International Call Centre

Ignition CX; Umhlanga Rocks; On-site; ZAR 1,000,000 - 1,500,000; Full time

Job summary

Ignition CX in Umhlanga, Durban, seeks an experienced Head of Operations to oversee its contact centre across multiple verticals. You will lead operational teams to ensure exceptional CX, drive performance, and foster a high-performance culture with a focus on AI and automation adoption.

You will set targets, coach leaders, manage risk and compliance, and collaborate with Technology and Data teams to deliver measurable business outcomes while sustaining growth and client satisfaction.

Qualifications

• Experience leading contact centre operations in a GBS or BPO environment.
• Proven ability to drive CX improvements and ROI through AI/digital transformation.
• Strong leadership in a multi-client, multi-vertical setting.
• Experience setting KPIs, coaching, and managing performance.

Responsibilities

• Oversee day-to-day contact centre operations and service levels.
• Drive continuous improvement, quality and customer satisfaction.
• Lead AI/automation adoption to boost productivity and CX.
• Coach and mentor direct reports; manage performance reviews.
• Collaborate with Technology and Data teams to implement solutions.
• Ensure regulatory compliance and data privacy in operations.

Skills

Leadership

Strategic thinking

Stakeholder management

Data analytics

AI adoption

Customer experience

Problem solving

Policy development

Executive collaboration

Financial literacy

Education

Matric

Tertiary education

Job description

The Role

We are seeking an experienced and results-driven Head of Operations to oversee our contact centre operations at our site in Umhlanga, Durban. The ideal candidate will lead and manage the operational teams to support our clients across multiple industry verticals.

The Head of Operations will ensure efficiency, productivity and exceptional CX delivery through achievement of key performance targets and business objectives, driving a culture of motivation and engagement.

The role will also champion the effective adoption of AI, automation and emerging technologies within operations, identifying opportunities to improve productivity, customer experience, decision-making and operational efficiency while ensuring responsible and appropriate use.

Key Responsibilities

• Oversee day-to-day operations of the contact centre.
• Implement processes to drive the continuous improvement agenda for sales and service, quality and maximise 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 maximise customer satisfaction.
• Collaborate with support departments to enhance operational delivery and ensure speedy resolution of escalated issues.
• Create and maintain a positive and motivating work environment that promotes teamwork and professional growth.
• Identify and champion opportunities to leverage AI, automation and digital tools to improve operational efficiency, agent performance, customer experience and service delivery.
• Use data and AI-enabled insights to support operational decision-making, identify performance trends and drive continuous improvement.
• Support the adoption of new AI-enabled technologies across operational teams, ensuring employees understand how to use these tools effectively and responsibly.

The Detail

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.
• Engage clients on opportunities to use AI, automation and emerging technologies to enhance CX, improve efficiency and support their evolving operational requirements.

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 programmes to drive a continuous high-performance environment.
• Drive a culture of innovation and continuous improvement, encouraging teams to embrace AI and technology as tools to enhance rather than replace effective operational practices.
• Partner with relevant Technology, Data and support functions to identify, assess and implement AI-enabled solutions that deliver measurable operational and customer outcomes.

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.
• Ensure the responsible use of AI and automation within operations, with appropriate consideration for data privacy, information security, regulatory requirements and client policies.

Requirements

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.
• Strong understanding of how AI, automation and emerging technologies can be applied within a BPO/contact centre environment to improve productivity, CX and operational performance.
• Ability to lead technology and AI adoption from an operational perspective and translate new capabilities into practical business outcomes.
• Data-driven mindset with the ability to use performance analytics and AI-enabled insights to inform decisions and continuous improvement initiatives.

Education and Experience

• Matric; tertiary education preferred.
• 10-15 years' experience in a similar operations role within a GBS or BPO environment.
• Exposure to AI, automation, digital transformation or technology-enabled operational improvement within a BPO/contact centre environment would be advantageous.