Chief Operating Officer (COO)
Job Location:
Cape Town - South Africa
Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
Ready to lead inspire and drive growth
Boomerang BPO is looking for an experienced and dynamic Chief Operating Officer (COO) to lead our operational engine and help shape the next stage of our growth. Youll be responsible for driving operational excellence developing high-performing leaders improving productivity and profitability strengthening processes and governance and delivering exceptional experiences for our clients and employees.
Were looking for a strategic thinker and hands-on leader with strong operational people and commercial experience who thrives in a fast-paced environment and knows how to turn strategy into results. If youre passionate about building great teams driving transformation embracing AI and creating scalable operations we want to hear from you!
Join Boomerang BPO and help us build the future of meaningful people connections.
- 12 years senior operational leadership experience ideally at COO executive or equivalent senior leadership level.
- Proven experience managing multi-function multi-account operations preferably within a BPO or technology-enabled services environment.
- Experience working with international UK EU or US clients is advantageous.
- Proven track record of scaling operations while improving quality productivity and profitability.
- Strong financial and commercial understanding including operational costs and productivity.
- Demonstrated experience in KPI management performance management and data-driven decision-making.
- Strong people leadership skills with experience managing and developing senior leaders.
- Experience driving change transformation AI and automation initiatives.
- Tertiary qualification required; an MBA or related postgraduate qualification is advantageous.
- Excellent English communication skills both written and verbal.
- Eligible to work in South Africa with a clear criminal record and reliable own transport.
Required Skills:
Minimum Qualifications & Experience (Essential) A formal qualification in Information Technology Computer Science Information Systems or a related discipline. Demonstrated experience implementing and configuring Zendesk in a customer service or BPO environment. Strong understanding of CRM systems contact centre operations and CX workflows. Hands-on experience with Zendesk workflows automations triggers macros and omnichannel configuration. Practical exposure to AI-enabled customer service tools including automation and agentassist features. Ability to manage multiple client environments independently. Preferred Qualifications & Experience Zendesk Certifications (e.g. Zendesk Support Administrator Zendesk Consultant). Experience implementing or managing Zendesk AI bots or agent-tier automation. Background working in a BPO contact centre or digital transformation environment. Experience with analytics reporting and performance optimisation. Exposure to remote or distributed team environments. Key Skills & Attributes Strong analytical and problemsolving capability. Excellent communication and stakeholder engagement skills. A clientcentred mindset with a passion for optimising customer experiences. Comfortable navigating fastpaced dynamic techdriven environments. Curious proactive and enthusiastic about AI automation and emerging CX technologies.
