Senior Call Center Operations Leader

Edge Executive Search Group; Johannesburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Edge Executive Search Group is seeking a seasoned Operations Manager to oversee and optimize large-scale call centre operations in a dynamic, digital environment. You will lead inbound, outbound, and blended teams, shaping strategies that meet SLAs and CX targets while driving continuous process improvements.

You will manage dialer configurations, multi-channel campaigns, and real-time analytics to maximize outreach effectiveness and recovery outcomes, while collaborating with BI, QA, and

Qualifications

• Minimum of 10 years' experience in operations management within a contact centre or digital environment.
• Proven ability to optimize workflows and resource planning.
• Excellent communication and client relationship skills.
• Strong leadership and people management skills.
• Experience managing digital collections and multi-channel campaigns.

Responsibilities

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, customer experience targets, and business objectives.
• Optimize workflow, resource allocation, capacity planning, and workforce scheduling.
• Drive continuous improvement in operational processes, controls, and service delivery.
• Ensure compliance with relevant regulations, company policies, data protection standards, and internal controls.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chatbot channels.
• Manage dialler configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards, reports, and operational metrics to identify trends, risks, and opportunities.
• Implement corrective actions for underperformance and recognize high performers.
• Partner with BI, Quality Assurance, and Training teams to improve agent capabilities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.
• Drive employee engagement, retention, and a high-performance culture.
• Oversee workforce management and performance review processes.
• Act as an escalation point for client issues and ensure effective resolution.
• Maintain strong client relationships through regular communication and performance reviews.

Skills

Leadership

People management

Analytics

Stakeholder management

Process optimization

Client relationship management

Tools

AVM

WhatsApp

Chatbot channels

Dialer systems

Multi-channel campaigns

Job description

Edge Executive Search Group is seeking a seasoned Operations Manager to oversee and optimize large-scale call centre operations in a dynamic, digital environment. You will lead inbound, outbound, and blended teams, shaping strategies that meet SLAs and CX targets while driving continuous process improvements.

You will manage dialer configurations, multi-channel campaigns, and real-time analytics to maximize outreach effectiveness and recovery outcomes, while collaborating with BI, QA, and