Customer Service jobs in Brazil

Our client based in Durban is seeking a dynamic, commercially astute Chief Operating Officer (COO) to lead and optimise call centre operations and drive world‑class service delivery at scale.

Strategic Leadership

• Develop and execute short‑ and long‑term operational strategies in alignment with the overall business vision.
• Collaborate closely with the CEO and other senior executives to shape and support business‑strategy growth initiatives and client delivery frameworks.
• Oversee the end‑to‑end operational performance of local and international CX campaigns, ensuring service excellence, efficiency and scalability.
• Build and maintain robust business‑continuity plans to manage operational risk.
• Drive digitisation, automation and intelligent workforce management across the operations environment.
• Develop and implement strategies to enhance productivity, efficiency and service quality while optimising costs and resources.

Operational Management

• Identify opportunities for process optimisation, automation and standardisation to streamline operations and improve overall performance metrics.

Performance and Quality Assurance

• Establish and monitor key performance indicators (KPIs) across all operational teams to ensure delivery of SLAs and client expectations.
• Use real‑time data and dashboards to enable transparent, proactive decision‑making.
• Develop and maintain operational scorecards and ensure performance visibility at all levels of the organisation.
• Monitor daily business performance, providing regular updates to stakeholders and establishing corrective measures as needed.
• Develop highly visible and transparent operational reporting processes (using technology where possible) to highlight daily performance and allow immediate response and corrective measures.

Team Leadership & Culture

• Lead and develop a high‑performing team capable of delivering on strategic and operational objectives.
• Foster a culture of accountability, innovation, continuous improvement and customer‑centricity.
• Drive talent development initiatives, succession planning and employee engagement across all levels.
• Represent Operations at executive forums, board meetings and client briefings.
• Build relationships with relevant industry stakeholders such as BPESA.
• Prepare detailed executive operational updates for the monthly Executive Committee meetings, working closely with other CX executives to provide accurate forecasting and reports.

Represent the COO role in client and stakeholder forums, ensuring clear communication of operational objectives and performance.

Qualifications

• Proven commercial results in a CX environment.
• Advanced degree in Business Administration, Operations, Finance or a related field (required).
• Executive leadership development and certifications would be advantageous.

Experience

• At least 10 years of proven executive‑level operational leadership within a BPO or CX environment.
• Demonstrated success leading complex, high‑volume customer service or call centre operations.
• Extensive experience managing dispersed teams and international operations is strongly preferred.
• Track record of delivering measurable commercial and operational improvements.

Skills

• Excellent business acumen and ability to effectively manage and supervise a multidisciplinary team.
• Strategic thinker, open to new perspectives and innovative approaches.
• Results‑driven mindset with a demonstrable understanding of financial and management accounting results and considerations.
• Effective delegation and pragmatic execution capability.
• High commercial acumen with deep understanding of financial metrics, levers and risk drivers.
• Analytical and data‑driven decision maker with experience in operational reporting and forecasting.
• Excellent communication and interpersonal skills; able to engage confidently from frontline to boardroom.
• Solutions‑focused, agile and decisive under pressure.
• Strong leadership presence, capable of inspiring, challenging and driving accountability.

Salary & Benefits

• Market‑related CTC plus annual KPI performance bonus.
• Medical aid, provident fund.

Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from underrepresented backgrounds to apply.

Employment Type: Full‑time