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Head of Operations - Contact Centre CX Leader
Job summary
A leading recruitment firm is seeking an experienced Head of Operations to oversee contact center operations in Durban. In this role, you will lead and mentor teams, ensure exceptional service delivery, and drive performance targets. The ideal candidate will have a minimum of 10 years in executive-level operations within a BPO or CX environment. A strong focus on strategic thinking, client satisfaction, and regulatory compliance is necessary. This full-time position offers a market-related CTC plus an annual KPI performance bonus and benefits including medical aid and provident fund.
Benefits
Qualifications
- At least 10 years of proven executive-level operational leadership in BPO or CX.
- Experience in managing large teams and contact center operations.
Responsibilities
- Oversee daily operations of the contact center.
- Mentor teams and implement processes for improvement.
- Ensure a positive customer experience while achieving targets.
- Monitor and enhance team performance regularly.
Skills
Education
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.