Strategic Head, Inbound Operations Centre

Network Recruitment; Johannesburg; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Network Recruitment is partnering with a major client in Johannesburg to appoint an experienced operational leader to establish and run a centralised Inbound Operations Centre. You will design, implement and govern multi-channel inbound operations, delivering service excellence, workforce planning and strong performance metrics.

The role requires a strategic, hands-on leader who can build the function from the ground up, drive transformation, engage executive stakeholders and deliver measurable

Qualifications

• 8+ years of contact centre operations experience.
• 3+ years in senior management or equivalent leadership.
• Proven record leading large multi-channel inbound operations.
• Experience in regulated environments (e.g. financial services).
• Track record of transformation projects and building functions from ground up.

Responsibilities

• Establish and lead a centralised Inbound Operations Centre from inception.
• Create and embed operating procedures, governance, and performance standards.
• Drive service delivery, customer experience and operational efficiency.
• Lead a large-scale inbound operation with accountability for service levels, abandonment rates, quality and outcomes.
• Develop and mentor a high-performing management team.

Skills

Operations leadership

Multi-channel ops

Workforce planning

Analytics

Stakeholder management

Change management

Education

Bachelor's degree in Business Admin/Operations/Engineering

Job description

Network Recruitment is partnering with a major client in Johannesburg to appoint an experienced operational leader to establish and run a centralised Inbound Operations Centre. You will design, implement and govern multi-channel inbound operations, delivering service excellence, workforce planning and strong performance metrics.

The role requires a strategic, hands-on leader who can build the function from the ground up, drive transformation, engage executive stakeholders and deliver measurable