What are the responsibilities and job description for the Head of Operations: Contact Centre position at Believe Resourcing?
Head of Operations
Umhlanga, Durban
Market Related Salary
Full-Time, On-Site
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 cutting-edge strategies and high-performance 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 results-oriented 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, high-performing 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 day-to-day 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
- 10–15 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 cost-effective strategies.
- Expertise in regulatory compliance and risk management.
- Exceptional stakeholder engagement and client management abilities.
Preferred Skills
- Strategic thinker with excellent problem-solving capabilities.
- Proficiency in developing and reviewing policies and procedures.
- Strong commercial acumen and business analysis expertise.
