Head of Operations

2 weeks ago

Durban, KwaZulu-Natal, South Africa Mindmatch Consulting Full time

The role

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 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.

The detail

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 orientated 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

Flexible working hours

  • Head of Operations and Maintenance

    6 days ago

    Durban, KwaZulu-Natal, South Africa Tumaini Full time

    Head of Operations and MaintenanceTumaini's Head of Operations and Maintenance will lead the planning, execution, and coordination of all maintenance activities across our operations.Responsibilities:Oversee the development and implementation of maintenance strategies to ensure compliance with regulatory requirements and optimal equipment performance.Liaise...

  • Shipping and Operations Head

    4 days ago

    Durban, KwaZulu-Natal, South Africa Staff Unlimited Recruitment Pty Ltd TA MPC Recruitment Group EC Full time

    Job Title: Shipping and Operations HeadLocation: South AfricaJob Type: Full-timeIndustry: Shipping and LogisticsCompany: Staff Unlimited Recruitment Pty Ltd T/A MPC Recruitment Group ECAbout Us:Staff Unlimited Recruitment Pty Ltd T/A MPC Recruitment Group EC is a leading recruitment agency specializing in staffing solutions for the shipping and logistics...

  • Head of Operations

    1 week ago

    Durban, KwaZulu-Natal, South Africa Mindmatch Consulting Full time

    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...

  • Head of Operations

    1 week ago

    Durban, KwaZulu-Natal, South Africa Minacs Full time

    Apply NowJob Title: Head of OperationsJob Description:We'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. This...

  • Head of Operations

    1 week ago

    Durban, KwaZulu-Natal, South Africa Insphired Full time

    Our client in the Client Services BPO industry is currently looking for a Head of Operations, in Durban, Kwa – Zulu Natal.POSITION INFO : Responsibilities :Deliver operational KPIs to ensure contractual obligations are met.Ensure internal revenue budget targets and revenue growth targets are exceeded through accurate forecasting, analysing, and reporting...

  • Hospitality and Golf Operations Head

    4 days ago

    Durban, KwaZulu-Natal, South Africa Bga Recruitment Full time

    Head of Hospitality and Golf Operations Job:We are seeking an experienced professional to fill the position of Head of Hospitality and Golf Operations at our golf club.The ideal candidate will have strong leadership skills, with experience in managing golf clubs or similar leisure facilities. They will be responsible for overseeing all aspects of the club's...

  • Head of Tooling Operations

    3 days ago

    Durban, KwaZulu-Natal, South Africa Defy Appliances Full time

    At Defy Appliances, we are committed to delivering high-quality products to our customers. As a Head of Tooling Operations, you will play a critical role in ensuring that our tooling meets the highest standards of quality, reliability, and efficiency.We are looking for an experienced professional with a strong background in tooling design, manufacturing, and...

  • Head of Logistics and Operations

    3 days ago

    Durban, KwaZulu-Natal, South Africa Durban University of Technology Full time

    Durban University of Technology (DUT) is a leader in higher education, technological training, research, and innovation. We are seeking a highly skilled and experienced individual to fill the role of Director: (Transport, Fleet, Business Operations) Logistical Services. This position is responsible for developing and implementing integrated transport, fleet,...

  • Head of Operations

    1 week ago

    Durban, KwaZulu-Natal, South Africa Wasteplan Full time

    The Head of Operations will be responsible for overseeing and optimizing the day-to-day operational activities of our waste management business. This role requires a strategic thinker with a hands-on approach to drive efficiency, SHEQ compliance, and excellence in operations. The successful candidate will play a key role in shaping and implementing...

  • Head of Operations Excellence

    1 day ago

    Durban, KwaZulu-Natal, South Africa Performability Full time

    Workforce Optimization at PerformabilityWe strive to provide exceptional service to our clients while maintaining a productive and efficient workforce. The Head of Resource Planning will lead our efforts in workforce optimization, ensuring we have the right people in the right place at the right time.Job DescriptionDevelop and implement a comprehensive...

  • Head of Operations

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa Wasteplan Full time

    Job Summary The Head of Operations will be responsible for overseeing and optimizing the day-to-day operational activities of our waste management business. This role requires a strategic thinker with a hands-on approach to drive efficiency, SHEQ compliance, and excellence in operations. The successful candidate will play a key role in shaping and...

  • Head of Supply Chain Operations

    6 days ago

    Durban, KwaZulu-Natal, South Africa Pacific International Lines Full time

    Innovate and Lead Logistics Solutions with PILPIL is a pioneering global carrier seeking a visionary Head of Supply Chain Operations to spearhead our logistics efforts in South Africa. As a trusted advisor to clients, you will deliver customized solutions that exceed expectations and contribute to the company's growth and profitability.The successful...

  • Campus Head

    1 week ago

    Durban, KwaZulu-Natal, South Africa Yellosa Full time

    About the role:The overall purpose of the Campus Head is to lead the key stakeholders and operations at a campus level, by managing the quality of academic delivery, human resources, the total sales process, finance, facilities, and student satisfaction and to market and promote the business.Responsibilities:The role will focus on sales (new business B2B &...

  • Head of Operations and Impact

    1 week ago

    Durban, KwaZulu-Natal, South Africa Mr Price Group Full time

    Job title : Head of Operations and Impact Mr Price GroupJob Location : KwaZulu-Natal, DurbanDeadline : April 28, 2025Quick Recommended LinksJobs by Location Job by industries Job DescriptionThe Head of Operations and Impact at Mr Price Foundation is a key leadership role responsible for driving operational excellence and maximising the social impact of the...

  • Campus Head

    1 week ago

    Durban, KwaZulu-Natal, South Africa Yellosa Full time

    About the role:The overall purpose of the Campus Head is to lead the key stakeholders and operations at a campus level, managing the quality of academic delivery, human resources, the total sales process, finance, facilities, and student satisfaction, while marketing and promoting the business.Responsibilities:Focus on sales (new business B2B & Government...

  • Head of Operations

    1 week ago

    Durban, KwaZulu-Natal, South Africa Huntswood Full time

    The Head of Operations Complaints will support the overall effective operational delivery of managing complex customer complaints, to meet the internal and client led demands by demonstrating strong leadership, operational and management capability.Job Responsibilities:People ManagementManaging Performance and achievement of team leader KPIsArticulate with...

  • Head of Mathematics Role

    5 days ago

    Durban, KwaZulu-Natal, South Africa Bc Doctors Of Optometry Full time

    About the RoleWe are seeking a highly skilled and motivated Head of Mathematics to join our faculty. The successful candidate will be responsible for leading the development of mathematics curricula, assessing teacher performance, and mentoring staff to improve teaching practices. Additionally, you will contribute to the school's overall academic strategy,...

  • Head Bar Operations Manager

    5 days ago

    Durban, KwaZulu-Natal, South Africa Bright Placements Full time

    **Bright Placements is seeking a charismatic and standards-driven Bar Manager to elevate every pour and create memorable guest moments.**The ideal candidate will have a deep appreciation for fine spirits, impeccable service, and bar operations that run like clockwork. As Bar Manager, you'll take full ownership of our bar operation—managing stock, menus,...

  • Head, Sector Specialist

    1 week ago

    Durban, KwaZulu-Natal, South Africa Standard Bank of South Africa Limited Full time

    Business Segment: Archived_01_Business & Commercial ClientsTo be accountable for the delivery of all specialised sectors (i.e. Public Sector, Agribusiness, Franchising, Africa China Banking, and Shari'ah Banking) and the provision of specialised solutions (e.g., Leveraged and Acquisition Finance (LAF), Structured Working Capital Finance (SWCF), Commercial...

  • Deputy Head

    2 weeks ago

    Durban, KwaZulu-Natal, South Africa eThekwini Municipality Full time

    Job Purpose:Ensuring the effective and efficient functioning of the Planning, Construction, Maintenance and Network Control Divisions within the MV/LV Operations function of eThekwini Electricity.Key Responsibility Areas:Plans and manages the key performance indicators and outcomes associated with the MV/LV Operations.Manages the Department and assumes...