Head of Operations Contact Centre
Head of Operations Contact Centre
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Salary Not Disclosed
1 Vacancy
Job Description
Head of Operations
Umhlanga Durban
FullTime OnSite
Salary: R80000 R110000 per month
About the Client
Our client is a leading global player in contact centre solutions renowned for delivering exceptional customer experiences across diverse industry verticals. With a strong focus on innovation efficiency and collaboration they empower businesses to meet and exceed their operational goals through cuttingedge strategies and highperformance teams.
About the Role
As the Head of Operations you will oversee the daily management of the contact centre driving operational excellence and team success. This role demands a resultsoriented leader who can foster a culture of engagement deliver on key performance indicators and ensure seamless service delivery to clients across multiple sectors.
Why Join Them
- Lead a dynamic highperforming team in a globally recognised organisation.
- Work at the forefront of innovation in customer experience management.
- Be part of a culture that values collaboration growth and excellence.
- Thrive in the vibrant and dynamic business hub of Umhlanga Durban.
Key Responsibilities
- Oversee the daytoday operations of the contact centre.
- Mentor and develop agents team leaders and campaign managers.
- Implement and monitor strategies for continuous improvement in sales service and customer satisfaction.
- Collaborate with support teams to resolve escalations effectively.
- Drive a positive and motivating work environment promoting professional growth and teamwork.
Requirements
- 1015 years of experience in operations within a GBS or BPO environment.
- Strong leadership skills with a focus on performance management.
- Proven ability to interpret financial data and implement costeffective strategies.
- Expertise in regulatory compliance and risk management.
- Exceptional stakeholder engagement and client management abilities.
Preferred Skills
- Strategic thinker with excellent problemsolving capabilities.
- Proficiency in developing and reviewing policies and procedures.
- Strong commercial acumen and business analysis expertise.
Required Experience:
Director
Employment Type
Full-Time
