Can you lead large-scale operations with precision, vision, and a people-first mindset?
Afrizan BPO is looking for a strategic and experienced Head of Operations to lead our contact centre environment and drive high-impact delivery across multiple teams and functions. This executive role is central to our growth, performance, and long-term client partnerships.
Responsibilities
- Oversee all operational functions, ensuring efficient, high-quality service delivery across all channels
- Lead and mentor managers and cross-functional teams to meet SLAs, KPIs, and client expectations
- Develop and execute operational strategies aligned with organisational goals
- Monitor performance metrics and drive continuous improvement in productivity, quality, and customer satisfaction
- Own and manage client relationships, ensuring service excellence and retention
- Optimise processes to reduce cost, increase agility, and improve turnaround times
- Manage budgets, risk, compliance, and regulatory requirements across the operational function
- Champion technology adoption and innovation to enable scalability and competitive edge
- Drive change management initiatives across teams and ensure successful implementation of new systems or processes
Requirements
- Bachelor’s degree in Business Administration, Operations Management, or similar (Master’s preferred)
- 5–10 years’ experience in senior operational leadership, preferably within a BPO environment
- Proven ability to manage large, complex teams and deliver measurable results
- Strong knowledge of CRM systems, WFM tools, and operational performance platforms
- Exceptional leadership, communication, and stakeholder engagement skills
- Expertise in budget control, process optimisation, and change management
- Commercially astute, data-driven, and customer-focused
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.