Chief Operating Officer

Our client based in Durban is seeking a dynamic, commercially astute, and operationally experienced Chief Operating Officer (COO) to lead and optimize their call centre operations and drive the transformation and delivery of world-class service at scale. Our client is a rapidly scaling customer experience (CX) company operating both locally and internationally. The COO will be a strategic and results-driven leader who will serve as a key member of the executive team. They will be responsible for the overall operational management and performance of the organization, ensuring alignment with the company's strategic goals and objectives. Key Responsibilities: * Develop and execute operational strategies and plans to achieve business objectives. * Oversee and optimize all aspects of call centre operations, including workforce management, quality assurance, and technology infrastructure. * Drive continuous improvement initiatives to enhance efficiency, productivity, and customer satisfaction. * Lead and mentor a high-performing operations team, fostering a culture of collaboration, accountability, and excellence. * Collaborate with other executive team members to develop and implement business strategies and initiatives. * Monitor and analyze key performance indicators (KPIs) to track progress and identify areas for improvement. * Manage budgets, control costs, and ensure financial performance targets are met. * Ensure compliance with all relevant regulations and industry standards. * Identify and implement innovative solutions to improve operational effectiveness. * Build and maintain strong relationships with key stakeholders, including clients, vendors, and internal teams. Qualifications: * Bachelor's degree in business administration, operations management, or a related field. * Proven experience as a COO or in a senior operations leadership role within a call centre or customer experience environment. * Strong understanding of call centre operations, including workforce management, quality assurance, and technology infrastructure. * Demonstrated ability to develop and execute operational strategies and plans. * Excellent leadership, communication, and interpersonal skills. * Proven ability to lead and motivate a high-performing team. * Strong analytical and problem-solving skills. * Experience in managing budgets and controlling costs. * Knowledge of relevant regulations and industry standards. * Experience with process improvement methodologies, such as Six Sigma or Lean. * Experience with CX transformation and implementation. Benefits: * Competitive salary * Performance-based bonuses * Medical aid * Pension fund