Head Of Operations

Job Description :

Our client is seeking an experienced and results-driven Head of Operations to oversee their contact centre operations at their site in Umhlanga, Durban. The ideal candidate will own the leading and managing of operational teams to support our clients across multiple industry verticals, ensuring efficiency, productivity, and exceptional CX delivery through achievement of key performance targets and business objectives, driving a culture of motivation and engagement.

Key Responsibilities

• Oversee day-to-day operations of the contact centre.
• Manage and mentor teams of agents, team leaders, and campaign managers.
• Implement processes to drive the continuous improvement agenda for sales and service, quality and maximize customer satisfaction.
• Continuously analyse available performance metrics to identify areas for improvement and implement measures to drive the continuous improvement agenda for sales and service, quality and maximize customer satisfaction.
• Collaborate with support departments to enhance the operational delivery and for speedy resolution of escalated issues.
• Create and maintain a positive and motivating work environment, that promotes teamwork and professional growth.

Client Engagements

Operational Leadership and Management

Risk and Compliance

Skills

Education and Experience

Matric, Tertiary education preferred. Non-negotiable : At least 10 years of proven executive leadership within a BPO or CX environment.

Salary

Market Related CTC plus Annual KPI Performance Bonus

Benefits

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

Due to the volume of applications, if you don't hear back within three months, please consider your application unsuccessful. However, your CV will be retained in our database for future opportunities every CV is treated as part of our long-term talent pipeline. If you prefer us not to keep your CV, please contact Required Skills : BPO

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