Durban: Head of Operations posted by Mindmatch Consulting
Posted on 2025-06-17 00:00:00
| Employer | Mindmatch Consulting |
|---|---|
| Category | Other Professions |
| Location | Kwazulu-Natal / Durban |
Job Summary
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
Click Go Apply to apply online!
Get Similar Job Alerts
More jobs in Durban
More jobs in Kwazulu-Natal
Browse Other Professions Jobs
Browse Mindmatch Consulting Jobs
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Durban Central: Driver Code 10 posted by Victor Crescent
The driver is responsible for providing a safe and reliable bus service and for transporting employees to and from work. He or she will also perform work...
View Job
Driver Code 10
Durban Central: Driver Code 14 posted by Victor Crescent
Victor Crescent Construction is currently looking for a driver code 14 to work on our warehouse distribution.MINIMUM REQUIREMENTSUse the Location and...
View Job
Driver Code 14
Durban Central: Forklift Operator posted by Victor Crescent
Forklift operators are responsible for operating and managing industrial trucks to load and unload materials and deliveries and move them to and from...
View Job
Forklift Operator
Durban Central: Administration Clerk posted by Victor Crescent
Our company is looking for a focused, industrious, and likable candidate to fill a vacant administrative clerk position. As an administrative clerk, you...
View Job
Administration Clerk
Durban Central: Boilermaker posted by Victor Crescent
Conduct boiler-making maintenance in the plant in order to maintain plant structural condition.Key ResponsibilitiesOperate metalworking machinery to repair...
View Job
Boilermaker
Durban Central: Construction Foreman posted by Victor Crescent
Construction Foreman to coordinate operations and oversee workers at construction sites. As the point of reference of both workers and supervisors, a key...
View Job
Construction Foreman
Durban Central: General Worker posted by Victor Crescent
Manual labourers required for new construction site on a contractual basis. You will need to be physically fit and strong. Must be hard workers as this is a...
View Job
General Worker
Durban Central: Logistics Assistant posted by Victor Crescent
We are looking for a thorough and physically strong Logistics Assistant to assist our Warehouse Manager with coordinating package deliveries. The Logistics...
View Job
Logistics Assistant
Durban Central: Millwright posted by Victor Crescent
We are searching for a talented and qualified Millwright who has proven experience with industrial and construction equipment repairs. You will be...
View Job
Millwright
Durban Central: Quantity Surveyor posted by Victor Crescent
The Quantity Surveyor will work with the property development team and will be involved in the refurbishment and fit out of existing buildings. The Quantity...
View Job
Quantity Surveyor
Durban Central: Safety Officer posted by Victor Crescent
We are looking to employ a qualified and competent Safety Officer who will be responsible for the health and safety of staff in the workplace. The Safety...
View Job
Safety Officer
Durbanville: Sales Assistant / Supervisor posted by Queue
Sales Assistant Supervisor needed - Shoe Kiosk - Tygervalley Shopping Centre Retail experience extroverted nature, sales driven Well spoken - English,...
View Job
Sales Assistant / Supervisor
Durban North: Agriculture Procurement Specialist posted by Grandeur Talent Solutions
Procurement Specialist - Agriculture Commodities, Durban North Our client a leader in manufacturing based in Durban North is seeking a Procurement...
View Job
Agriculture Procurement Specialist
Durban: New Vehicle Sales Manager posted by Intercon Recruitment
A leading and high-performing dealership in Durban is currently seeking an experienced and results-driven New Vehicle Sales Manager to join their growing...
View Job
New Vehicle Sales Manager
Durban: Business Development Executive posted by Kontak Recruitment
Business Development Executive- Branding Solutions JB5272 Durban, KwaZulu Natal R13 000 basic plus fuel and cellphone allowance and commission Category...
View Job
Business Development Executive
Durban North: Learnership Program – Call Centre posted by Urban Lifestyle Rewards
Urban Lifestyle Rewards, a well established company in Durban is offering a sales learnership program.Salary R4000pmCommission R25 000Requirements Matric...
View Job
Learnership Program – Call Centre
Outer West Durban: Health and Safety Officer posted by Thompsons Khusela Roads and Signage (Pty) Ltd
We are a dynamic and rapidly growing company with in the construction environment. We are committed to maintaining a safe and healthy working environment...
View Job
Health and Safety Officer
Durban Central: Driver/Logistics Assistant – Urgent Hire posted by Xantium Enterprises
We are seeking a reliable and safety-conscious DriverLogistics Support Assistant to support our field operations. The successful candidate will be...
View Job
Driver/Logistics Assistant – Urgent Hire
Durban North: Guillotine Operator – Urgently needed posted by Contact Print Business Forms
Experienced guillotine operator required for an A1 and A2 guillotine. Experienced guillotine operator required for a printing company in Redhil.
View Job
Guillotine Operator – Urgently needed
Durban: Occupational Therapist posted by Ikho Direct Recruitment
Locum Occupational TherapistsAre you an experienced Occupational Therapist seeking flexible locum work? We have opportunities in the Durban area with...
View Job
Occupational Therapist
Durban: Physiotherapist posted by Ikho Direct Recruitment
Urgent Locum Opportunity Physiotherapists Needed in Durban.We are urgently seeking qualified and experienced Physiotherapists to join our team, working in...
View Job
Physiotherapist
Durban: Psychologist posted by Ikho Direct Recruitment
Psychologist Opportunity Join Our Mental Health TeamWe are seeking an HPCSA-registered Psychologist to provide high-quality psychological services including...
View Job
Psychologist
Durban: The UAE is calling Hospitality Professionals posted by Fusion Human Capital
We currently have approximately 50 vacancies across our Theme Parks in Abu Dhabi, covering the following rolesThe HR Team of this leading leisure Park will...
View Job
The UAE is calling Hospitality Professionals
Durban: New Vehicle Sales Executive posted by Intercon Recruitment
New Vehicle Sales ExecutiveLocation DurbanIndustry AutomotiveTop-selling premium brand Dealership in Durban is on the hunt for driven and strong New Vehicle...
View Job
New Vehicle Sales Executive
Durban Central: Bookkeeper posted by Superior Quality Parts
Duties include, but not limited toPerform complete bookkeeping functions and daily transaction entries from branchesReconcile purchases for stock and...
View Job
Bookkeeper