Durban: Head of Operations posted by Mindmatch Consulting
Posted on 2025-08-28 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: Key Account Manager posted by Liham Consulting Pty (Ltd)
Job Description Develop and implement account strategies that deliver on the objectives.Define, develop and manage relationships with key individuals in all...
View Job
Key Account Manager
Durban: Key Account Manager posted by Liham Consulting Pty (Ltd)
Job DescriptionCreate, build and maintain profitable and strategic relationships with key account customers.Actively identify and pursue potential...
View Job
Key Account Manager
Durban: Despatch/Receiving Supervisor posted by Tower Group
Job SummaryA Despatch and Receiving Supervisor is responsible for overseeing the efficient and accurate handling of all inbound and outbound goods in the...
View Job
Despatch/Receiving Supervisor
Durban: Creditors Clerk posted by Stratogo
Role Creditors ClerknbspLocation Durban - MorningsideDuties amp ResponsibilitiesMinimum requirementsMatric Grade 12Min 5 years of proven experience in a...
View Job
Creditors Clerk
Durban: Operations Manager posted by Pronel Consultants
Job Title Operations Manager Our client based in Durban is seeking an experienced Operations Manager. Were seeking a hands-on, detail-oriented Operations...
View Job
Operations Manager
Durban: Payroll Administrator posted by Tower Group
Responsible and accountable for all aspects of the weekly Wage payroll and the monthly Learner payroll processing, administration and reporting functions...
View Job
Payroll Administrator
Durban North: Warehouse Operations Staff – Urgently required posted by Internet Express
A courier Company in Durban requires the services of efficient and hard-working Warehouse Ops staff to process all incoming outgoing shipments according to...
View Job
Warehouse Operations Staff – Urgently required
Durban South: Warehouse Supervisor posted by Company
Conduct thorough handover at start and end of shifts, complete checklists and shift handover document.Conduct communication sessions at start of...
View Job
Warehouse Supervisor
Durban: HR Administrator posted by Tower Group
The HR Officer will provide a full spectrum of HR support to the business. This includes coordination and involvement in HR Administration, Recruitment and...
View Job
HR Administrator
Durban North: Hairdresser – Urgently needed posted by Ally’s Cutz
Professional experience in hairstyling Passion for delivering top-tier service Strong work ethic and reliability Friendly, positive attitude and a love for...
View Job
Hairdresser – Urgently needed
Durban: Junior Developer – KZN posted by Hire Resolve
Hire Resolves client is looking for a Junior Developer to join their team in Durban, KZN. The core purpose is tonbspdesign and build software applications...
View Job
Junior Developer – KZN
Durban: Data Scientist posted by Hire Resolve
Hire Resolves client is looking for anbspData Scientist to join their team. They arenbsplooking for a skilled and inquisitive Data Scientist to join their...
View Job
Data Scientist
Durbanville: Senior Chef de Partie posted by Craven Cottage CC
DutiesnbspEnsure orders received are prepared and sent out timeously and to menu specificationsOversee your kitchen section in the absence of the Sous...
View Job
Senior Chef de Partie
Durban: Women’s Hairstylist posted by Tailormade Solution
Job SummaryWe are looking for a skilled and passionate Womens Hairstylist based in the INK area who is flexible to travel to Mount Edgecombe and Durban...
View Job
Women’s Hairstylist
Durban: Procurement Officer posted by Tower Group
Purpose of the jobTo source suppliers, develop and implement third party supplier agreements and run with purchasing-related activities for non-trade items...
View Job
Procurement Officer
Durban North: Learnership Program – Call Centre posted by Urban Lifestyle Rewards
We invite unemployed preferably females living with disabilities Visual impairment, Asthma, or Epilepsy to attend our open day on Saturday from 8am to 11am...
View Job
Learnership Program – Call Centre
Durbanville: Mechanical Revit & CAD Draughtsperson posted by Hire Resolve
Hire Resolves client, a consulting engineering company who specializes innbspElectrical Power Distribution and Reticulation, Electrical and Electronic...
View Job
Mechanical Revit & CAD Draughtsperson
Durban: Maintenance Assistant posted by Tower Group
Job DescriptionTo provide ongoing maintenance support to enable a safe, efficient and functional working environment.Experiential and Educational...
View Job
Maintenance Assistant
Durban: Electrical Engineer posted by Pronel Consultants
Our client, a reputable company based in Mount Edgecombe, Durban, is seeking a skilled and motivated Electrical Engineer to join their dynamic team. This is...
View Job
Electrical Engineer
Durban: Senior Engineer posted by Hire Resolve
Hire Resolves client is looking for a Senior Engineer to join their team in KZN. The compnay is committed to guiding your journey towards a sustainable...
View Job
Senior Engineer
Johannesburg: Data Scientist – Johannesburg/Cape Town/ Durban posted by Hire Resolve
Job Title Data Scientist Location Cape Town, Durban, or Johannesburg, South Africa Employment Type Full-Time Remuneration R 80nbsp000.00 R 90 000.00We are...
View Job
Data Scientist – Johannesburg/Cape Town/ Durban
Outer West Durban: General Manager Operations posted by Talent Fox SA
Our client, a national Transport Logistics company, is seeking a seasoned General Manager Operations to oversee its branches across KZN. This is a senior...
View Job
General Manager Operations
Durban: Head of Tooling & Design posted by Fempower Personnel
Join a leading Southern African manufacturer as Head of Tooling amp Design, where youll take the reins of a strategic department central to product quality,...
View Job
Head of Tooling & Design
Durban: Multi Model Controller posted by Hire Resolve
Are you a logistics professional with experience in importexport operations across air, road, and sea? Were looking for a dynamic individual to join our...
View Job
Multi Model Controller
Durban: Junior Developer – KZN posted by Hire Resolve
Hire Resolves client is looking for a Junior Developer to join their team in Durban, KZN. The core purpose is tonbspdesign and build software applications...
View Job
Junior Developer – KZN