Head Of Operations – Sandton International - Nutun RX

Required Minimum Education / Training

• Matric/Grade 12/National Senior Certificate
• A 3-year recognised qualification in Operations Management/Collections
• Project Management and added advantage
• Proficient in MS: Office

Required Minimum Work Experience

• 5 - 7 years Contact Centre Experience in a Management Role.
• 1 - 2 years experience as a Head of Operations within the BPO Industry (Essential)
• 5 -7 years in Collections
• Proficient in MS Office.
• Demonstrated ability to analyze, develop, and implement metrics and process enhancements that ensure key performance indicators are aligned with desired outcomes.
• Strong leadership, mentoring, and relationship-building skills with the ability to effectively manage groups and individuals at various levels.

Key Performance Areas

• To meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
• Manage, inspire and motivate a number of Team Managers to ensure operational excellence, high employee engagement and service improvement is achieved.
• Develop, implement and maintain effective Workforce Management (WFM) and Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Ensure delivery of Client KPIs/ targets including day to day service levels, customer experience, quality measures and compliance measures.

Leadership and People Management

• Managing employees performance against targets.
• Responsible for the development of the operational talent pool by optimising the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent,
• Planning, organizing and controlling the team according to: Dialler efficiencies; WFM (Adherences)
• Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution, retention, attendance etc.
• Ensuring consistent application of Level Up, AIP and PIP processes.
• Managing Stakeholders of the business.

Performance Management

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently drive day-to-day operations within the contact center
• Develop communication mechanisms for sharing KPIs and strategic initiatives within the contact center with key organizational stakeholders to ensure alignment and transparency.
• Identifying problem areas and planning action to improve performance.
• Conducting real-time monitoring.

Stakeholder Engagement

• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day-to-day ops liaison within key work stream/s.
• Identifying and highlighting further opportunities for services and process improvements.
• The continuous identification and implementation of operational best practice through interaction with the wider team.
• Maintain close, collaborative relationships with groups across the organization including business teams, IT, and Business Intelligence.

Sandton
Johannesburg

Published Date: 29 December 2025
Closing Date: 09 January 2026