Overview
Chief Operations Officer Jobs in Johannesburg Metropolitan Area at TekTalent
Title: Chief Operations Officer
Company: TekTalent
Location: Johannesburg Metropolitan Area
A large Tech and CX Outsourcing business with a global reach and 15 years experience tailoring solutions that garner profitability for its clients is on the search for an experienced Chief Operations Officer to join their Executive team.
The COO will be responsible for leading and optimising the operations and profitability across the Banking and Insurance division. This role involves strategic planning, forecasting, workforce management, target setting, client engagement, and ensuring operational excellence.
The successful future incumbent will have a strong affinity to data interpretation, an entrepreneurial and commercial mindset as well as a hands-on approach to leading 5 Operations Managers with a divisional headcount of around 800 Outbound Agents to drive sales performance, efficiency, and profitability while maintaining compliance with industry regulations.
Strategic Planning & Forecasting
Develop and implement strategic initiatives to drive growth and efficiency in outbound sales
Forecast sales volumes, headcounts, and lead availability to align operational capacity with business objectives
Set sales targets and KPIs based on historical trends, market conditions, and company goals
Operational Leadership & Performance Management
Lead, mentor, and develop a team of operations managers to achieve sales and efficiency targets
Establish and monitor performance metrics to ensure the achievement of operational goals
Implement process improvements and best practices to enhance productivity and reduce costs
Workforce & Lead Management
Manage workforce planning, including recruitment, staffing levels, and performance management
Ensure an optimal balance between lead distribution and agent availability for maximum conversion rates
Coordinate with marketing and data analytics teams to optimise lead allocation strategies
Client Engagement & Commercial Management
Build and maintain strong relationships with key clients and stakeholder
Draft, negotiate, and manage commercial agreements with clients, suppliers, and service providers
Ensure alignment of operational capabilities with client expectations and contract requirements
Workflow & Process Optimization
Design and implement efficient workflows to maximize agent productivity and enhance customer experience
Introduce automation and technology solutions to streamline operations
Ensure compliance with industry regulations, quality standards, and company policies
What you’ll need for this role:
Bachelor’s Degree or equivalent in BSc in Computer Science, Engineering or relevant field
Minimum 5 Years’ experience as an Executive in the Contact Centre BPO, Outbound environment
7+ years of experience in a Senior Operations leadership role within an Outbound Call Center sales environment
Proven track record in sales forecasting, workforce management, and lead optimisation
Strong commercial acumen with experience in contract negotiations and client engagement
Excellent leadership, communication, and analytical skills
Experience in designing Contact Centre Sales solutions which meet Client’s expectations
Proficient in Microsoft packages with emphasis on advanced Excel skills
Proficiency in CRM, Call Center Analytics, and Workforce Management tools
