Senior Operations Manager

2 weeks ago


Umhlanga, KwaZulu-Natal, South Africa Black & White Recruitment Full time
Job Title: Head of Operations

Black & White Recruitment is seeking a seasoned leader to drive the performance of our Contact Centre Operation in Durban, South Africa. As the Head of Operations, you will be responsible for leading and optimising the customer experience across all channels in a complex environment overseeing 500 FTE.

About the Role:

You will be responsible for:

  • Leading and promoting contact centre performance and customer experience, aligned with our CX strategy
  • Managing and monitoring commercial and budgetary performance, driving opportunities and minimising costs
  • Coaching and developing teams to maximise their potential, ensuring governance and compliance standards are met
  • Maintaining positive stakeholder relationships
About You:

We are looking for an experienced leader with a proven track record in customer service at a senior level. You should have:

  • Excellent people management, leadership, and coaching skills
  • Ability to thrive in a fast-paced environment and manage multiple tasks and priorities simultaneously
  • Proven track record in communication and engagement at multiple levels
  • Experience with onshore and offshore contact centres
  • Excellent root cause analysis and problem-solving skills
  • Insurance experience
  • A Master's degree required for a visa in South Africa
What We Offer:

We offer a competitive salary of £65-75k, 50% bonus, relocation package including flights and accommodation for at least 1 month, and travel back to the UK every 3 months.

If you are a dynamic leader passionate about customer experience and operational excellence, please submit your application with your CV detailing your relevant experience. We look forward to hearing from you.



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