Strategic Operations Director

Bebeeoperational; Durban; On-site; ZAR 1 200 000 - 1 500 000; Full time

Job summary

A leading call centre organization in Durban is seeking a dynamic Chief Operating Officer (COO) to lead operations and enhance service excellence. The ideal candidate will demonstrate a strong understanding of the call centre landscape, drive strategic planning, and elevate client relationship management. Responsibilities include developing growth initiatives, evaluating team performance through data analytics, and implementing process optimizations. This role demands collaboration with senior executives for optimal client delivery frameworks.

Qualifications

• Experience in leading call centre operations with a strong understanding of the industry.
• Proven track record in developing operational strategies that align with business vision.
• Ability to collaborate effectively with senior executives and drive service excellence.

Responsibilities

• Develop strategic plans for company growth initiatives.
• Evaluate team performance using real-time data analytics.
• Improve quality standards by implementing process optimization techniques.
• Identify automation opportunities while maintaining cross-functional collaboration.
• Facilitate training programs to enhance global operational efficiency.

Skills

Strategic planning

Data analytics

Process optimization

Client relationship management

Cross-functional collaboration

Job description

Chief Operating Officer (COO)

Seeking a dynamic and commercially astute COO to lead the call centre operations, drive service excellence, and implement efficient processes.

Develop short- and long-term operational strategies in alignment with business vision.

Collaborate closely with senior executives to shape business strategy and client delivery frameworks.

The ideal candidate will bring strong understanding of call centre landscape, operational scalability, and client relationship management.

Responsibilities

• Develop strategic plans for company growth initiatives
• Evaluate team performance using real-time data analytics
• Demonstrate proactive approach towards improving quality standards by implementing process optimization techniques.
• Identify areas for automation opportunities while maintaining transparency on cross-functional collaboration.
• Maintain direct lines of communication between team members operating overseas as well facilitating consistent training programs globally at scale ensuring localized results all along projected timelines effectively reduce turnaround times consistently enabling maximum accessibility visibility ROI.