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:

1. Oversee day-to-day operations of the contact centre.
2. Manage and mentor teams of agents, team leaders, and campaign managers.
3. Implement processes to drive the continuous improvement agenda for sales and service, quality, and maximize customer satisfaction.
4. 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 maximi...