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Durban: Head of Operations posted by Mindmatch Consulting

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Job Description

About 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.

Requirements

  • 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.

Qualifications

Matric, Tertiary education preferred. 10-15 years experience in a similar role in operations in a GBS or BPO.

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Salary & Benefits

Not specified.

Note: I have followed the exact structure as instructed, removing any additional information not present in the original job description and sticking to the provided formatting guidelines.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Other Professions Jobs in Kwazulu-Natal

In Kwazulu-Natal, South Africa, the Other Professions sector is a diverse and growing field, with a strong demand for skilled professionals in various industries. Typically, this field encompasses roles such as HR, recruitment, training, and development, which are essential to many sectors, including technology, finance, and healthcare.

Generally, salaries in this field vary widely depending on factors like experience, company size, and industry sector. While broad salary ranges can be difficult to predict, it’s common for entry-level positions to fall within the R30 000 – R60 000 per annum range, while more senior roles may command salaries between R80 000 – R150 000 per annum or more, depending on the specific requirements of the role and the organization. However, please note that these are broad estimates, and actual salaries can vary significantly.

Common skills required for Other Professions roles in Kwazulu-Natal include strong communication and interpersonal skills, the ability to work with various stakeholders at all levels, proficiency in recruitment software and systems, experience with performance management and employee development initiatives, a solid understanding of employment laws and regulations, and analytical and problem-solving skills. Additionally, many organizations in this sector place a high value on technical skills such as data analysis, talent management, and learning and development.

The financial services sector, technology industry, and healthcare are among the most common industries that employ professionals in Other Professions roles. These sectors often require specialized skills and knowledge to support their human resources functions, which can include talent acquisition, employee engagement, and organizational development.

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In terms of career progression, graduates with a passion for HR and recruitment often find opportunities in training and development, learning and organisational design, or even leadership roles within the sector. Many organisations also offer formal qualifications and certifications, such as CIPD (Chartered Institute of Personnel Development) or SHRM-CP/SHRM-SCP (Society for Human Resource Management Certified Professional/ Senior Certified Professional), which can help career progression.

It’s also worth noting that many professionals in the Other Professions sector have moved into management roles within their organizations, or have pursued further education and training to specialise in a particular area of HR.


This information provides general career guidance. Actual salaries and requirements vary by employer.



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