Head: Operations Support (CH1230)

SUMMARY:
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POSITION INFO:

Our client, in the credit and payments industry, is looking to appoint a seasoned Head: Operations Support to lead the Workforce Management, Quality Assurance, and Dialler Support functions within the Contact Centre Operations environment.

This is a strategic leadership role focused on driving operational excellence, improving efficiency, embedding best practice, and enabling future-ready support capabilities through data-driven insights, automation, technology adoption, and continuous improvement.

The successful candidate will work closely with senior stakeholders to ensure alignment with business strategy, operational requirements, compliance standards, and industry best practice, while leading multi-disciplinary teams across WFM, QA, and Dialler Support.

Key Responsibilities

• Develop and execute the strategic roadmap for Workforce Management, Quality Assurance, and Dialler Support.
• Translate functional strategy into annual operating plans, project plans, and departmental priorities.
• Lead continuous improvement initiatives using data-driven insights, automation, AI integration, and digital optimisation.
• Oversee Workforce Management, including forecasting, scheduling, capacity planning, real-time management, reporting, and analytics.
• Lead the Quality Assurance function, including QA frameworks, calibration, sampling, compliance oversight, call quality, and customer experience improvement.
• Oversee Dialler Support Services, including system performance, campaign data loading, troubleshooting, reporting, and dialler efficiency.
• Ensure adherence to collections dialling strategies and operational requirements.
• Manage departmental budgeting, forecasting, expense control, and resource planning.
• Identify and manage operational risks, ensuring compliance with policies, standards, and regulatory requirements.
• Lead, coach, and develop managers and teams, while building a high-performance culture.
• Support business projects, system implementations, channel expansion, and service improvement initiatives.

Requirements

• Relevant tertiary qualification, such as a BCom or Business Management Degree/Diploma.
• 8–10 years’ operational management experience in a large inbound and outbound, multi-channel contact centre environment.
• Minimum of 5 years’ leadership experience managing middle management.
• Direct experience in Operations Support functions, including:
  • Quality Assurance
  • Workforce Management
  • Dialler Support
• Strong exposure to QA frameworks, WFM methodologies, workforce management systems, forecasting principles, and contact centre performance analytics.
• Solid understanding of QA methodologies and frameworks, e.g. ISO, Total Quality Management, or Six Sigma.
• Knowledge of dialler support, dialler administration, and dialler systems will be advantageous.
• Experience in process engineering, SOP development, compliance management, and operational risk management.
• Proven ability to lead and manage multi-disciplinary teams.

Core Competencies

• Strategic and innovative thinker with a strong continuous improvement mindset.
• Strong leadership capability with accountability and ownership.
• Excellent stakeholder engagement and influencing skills.
• Strong execution focus and commitment to high-quality outcomes.
• Confident communicator across all organisational levels.
• Solid understanding of relevant legislation, including labour law and compliance requirements.
• Ability to lead projects that improve productivity, efficiency, and operational performance

General

• We are committed to fair and inclusive hiring. All suitably qualified applicants are welcome to apply.
• Preference may be given in line with our client’s Employment Equity plan and applicable legislation.
• Applicants must have the legal right to work in South Africa at the time of application.
• Only shortlisted candidates will be contacted. If you do not hear from us within 30 days, please consider your application unsuccessful.
• Please include your current remuneration (CTC), salary expectation, and notice period (optional but helpful for screening).
• By applying, you consent to the processing of your personal information for recruitment purposes in accordance with POPIA.