Head Of Operations
4 days ago
We are seeking an experienced and results-driven Head of Operations to oversee our contact centre operations at our site in Umhlanga, Durban. The ideal candidate will lead and manage the operational teams to support our clients across multiple industry verticals. The Head of Operations will ensure 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 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: Ensure a consistent and positive customer experience for clients. Maintain service quality by aligning customer service strategies with the company's global vision. Adapt certain metrics to the specific needs and expectations of relevant clients. Operational Leadership and Management: Provide guidance, coaching, and mentorship to enhance the performance and professional development of direct reports. Set relevant targets and KPIs for the contact centre team. Monitor individual and team performance to ensure targets are met or exceeded. Create a high-performance culture within the relevant contact centre by motivating the team to achieve and exceed objectives. Conduct regular performance reviews, provide feedback, and address training needs to enhance the relevant contact centre team's capabilities. Develop and execute relevant incentive programs to drive a continuous high-performance environment. Risk and Compliance: Mitigate risks associated with relevant contact centre operations, such as regulatory compliance and legal issues. Ensure regulatory compliance and adherence to company policies and guidelines during customer interactions. Skills: Ability to develop and nurture improved performance across customer service and or service. Strong influence management skills. General business analysis skills. Proactive strategic thinker. Client focused with tenacity to resolve issues and conflict. Stakeholder, service, and solution oriented with high problem-solving capacity. Ability to develop and review company policies and standard operating procedures. Ability to work effectively with senior and executive level employees. Ability to read and interpret financial information. Strong commercial background and experience. Education: Matric, Tertiary education preferred. 10-15 years’ experience in a similar role in operations in a GBS or BPO. #J-18808-Ljbffr
-
Head of Operations
3 days ago
Durban North, South Africa School Operations Group Full time**Key Responsibilities** Ensure full compliance with all statutory, regulatory, and school-specific policies and requirements. Develop, implement, and monitor compliance frameworks, processes, and reporting systems. Conduct regular audits and prepare reports for the directors. Oversee the management and delivery of school services, ensuring operational...
-
Head Of Operations
4 days ago
Durban, South Africa Ananzi Full timeOur client is seeking an experienced and results‑driven Head of Operations to oversee their contact centre operations at their site in Umhlanga, Durban. 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...
-
Head of Operations
2 weeks ago
Durban, South Africa Webhelp Full timeWe’re on the hunt to find the type of leader we’d all come to if the world was ending, could this be you? - If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Durban could be your calling. - You’ll be joining our fun-loving global community...
-
Head of Food
14 hours ago
Durban, South Africa Manhattan Group Full time**Position: Head of Food & Beverage Operations** **Location: Africa** **Salary: USD 60,000 + benefits** We are seeking a dynamic Head of Food & Beverage Operations to join a high-profile 400-room hotel renowned for its extensive F&B outlets, vibrant lounges, and a bustling convention centre. This is an exciting role for an experienced leader who can...
-
Head of Operations
13 hours ago
Durban, South Africa Webhelp Full time**Job Advert** Webhelp is in search for the type of leader we’d all come to if the world was ending! If you’re a confident decision maker who is driven by results, whilst nurturing your people and teams, then joining our vibrant business as Head of Operations in Durban on an innovative campaign could be your calling. You’ll be joining our fun-loving...
-
Head of Contact Centre Operations
4 days ago
Durban, South Africa MindMatch Consulting Full timeEin dynamisches Unternehmen sucht einen erfahrenen Head of Operations, um die Betriebsabläufe in einem Contact Center zu leiten. In dieser Schlüsselrolle sind Sie verantwortlich für die Effizienz und Produktivität des Teams, während Sie eine außergewöhnliche Kundenerfahrung gewährleisten. Sie werden die operative Strategie umsetzen, um die Leistung...
-
Head of Operations
3 days ago
Durban, South Africa F & G Sourcing Specialist Full timeOur reputable Retail Distribution client is seeking a skilled professional within the Logistics Industry to join their team as the **Head of Operations** for the Coastal region based in Durban. Must be based in Durban. **Requirements**: - Matric completed - Tertiary qualification in logistics or supply chain management - Proficient in MS Office - At least...
-
Head of Education
7 days ago
Durban, South Africa ADvTECH Full time**Direct Reporting Line**: Head: Academic **Varsity College** is an educational brand of The Independent Institute of Education (The IIE). The IIE enjoys the reputation of being at the forefront of private higher education in South Africa, and is registered with the Department of Higher Education and Training (DHET) to provide higher education qualifications...
-
Durban, South Africa Durban University of Technology Full time**Minimum Requirements** **Lecturer**: - Master’s degree with undergraduate study in the field of Operations/Quality Management or related field. - At least 3 years teaching experience in the field of Operations/Quality Management or related field. ***Additional Requirements**: - Availability to lecture some modules that are delivered on an evening’s...
-
Head of Facilities
2 weeks ago
Durban, South Africa GBS Full time**Join Our Team as Head of Facilities in a Dynamic Contact Centre!** Are you a results orientated leader who is comfortable turning challenges into opportunities? We’re looking for a **Head of Facilities** to lead our contact centre's facilities team and ensure a top-notch safe, efficient, and comfortable environment for our employees. This role involves...
