Head of Outbound Ops & Customer Experience

oldmutual; Cape Town; Presencial; ZAR 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Old Mutual in Cape Town seeks an experienced Operations Manager to lead a high‑performing outbound contact centre. You will drive service quality, productivity and employee engagement while aligning with strategic business goals.

You will coach Team Leaders, manage workforce planning and utilize data insights to deliver outstanding customer outcomes, revenue targets and compliance. This role demands strategic thinking, stakeholder collaboration and a passion for continuous improvement.

Formación

• Required degree or diploma in business, operations management, commerce or related field.
• Minimum 5-8 years' experience in a contact centre environment.

Responsabilidades

• Translate business strategy into clear operational plans and measurable outcomes.
• Lead the day-to-day performance of the outbound contact centre to achieve service, productivity and quality objectives.
• Drive a culture of accountability, collaboration and continuous learning.
• Lead, coach and develop Team Leaders to achieve exceptional team performance.
• Embed a customer-centric culture across all levels of the operation.
• Use operational data and insights to identify trends, risks and opportunities and inform decisions.

Educación

Relevant Degree or Diploma in Business, Operations Management, Commerce or related field

Descripción del empleo

Old Mutual in Cape Town seeks an experienced Operations Manager to lead a high‑performing outbound contact centre. You will drive service quality, productivity and employee engagement while aligning with strategic business goals.

You will coach Team Leaders, manage workforce planning and utilize data insights to deliver outstanding customer outcomes, revenue targets and compliance. This role demands strategic thinking, stakeholder collaboration and a passion for continuous improvement.