Job Description

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 driving operational excellence, implementing efficient processes, and ensuring the delivery of exceptional service levels to clients. The COO will play a pivotal role in shaping the company's operational strategies, managing resources effectively, and fostering a culture of continuous improvement
The ideal candidate will bring a strong understanding of the call centre landscape, operational scalability, and client relationship management.
Key Responsibilities:
Strategic Leadership

• Develop and execute short- and long-term operational strategies in alignment with the overall business vision.
• Collaborate closely with the CEO and other senior executives to shape and support business strategy, growth initiatives, and client delivery frameworks.

• Oversee the end-to-end operational performance of local and international CX campaigns, ensuring service excellence, efficiency, and scalability.
• Build and maintain robust business continuity plans to manage operational risk.
• Drive digitisation, automation, and intelligent workforce management across the operations environment.
• Develop and implement operational strategies to enhance productivity, efficiency, and service quality while optimizing costs and resources.

Operational Management

• Identify opportunities for process optimization, automation, and standardization to streamline operations and improve overall performance metrics

Performance and Quality Assurance

• Establish and monitor key performance indicators (KPIs) across all operational teams to ensure delivery of SLAs and client expectations.
• Use real-time data and dashboards to enable transparent, proactive decision-making.
• Develop and maintain operational scorecards and ensure performance visibility at all levels of the organisation.
• Monitor daily business performance, providing regular updates to stakeholders and establishing corrective measures as needed.
• Develop highly visible and transparent operational reporting processes (using technology where possible) to highlight daily operational performance to allow immediate response and corrective measures when necessary.

Team Leadership & Culture

• Lead and develop a high-performing team capable of delivering on strategic and operational objectives.
• Foster a culture of accountability, innovation, continuous improvement, and customer-centricity.
• Drive talent development initiatives, succession planning, and employee engagement across all levels.
• Represent Operations at executive forums, board meetings, and client briefings.
• Build relationships with relevant industry stakeholders such as BPESA.
• Prepare detailed Exec Operational updates, reporting in the monthly Executive Committee meetings, working closely with the other CX Executives to provide accurate forecasting and reports.

Stakeholder & Client Engagement
Requirements:
Qualifications:

• Proven commercial results in a CX environment
• Advanced degree in Business Administration, Operations, Finance, or a related field is required
• Executive leadership development and certifications would be advantageous

Experience:

• Non-negotiable: At least 10 years of proven executive-level operational leadership within a BPO or CX environment.
• Demonstrated success leading complex, high-volume customer service or call centre operations.
• Extensive experience managing dispersed teams and international operations is strongly preferred.
• Track record of delivering measurable commercial and operational improvements.

Skills:

• Excellent business acumen and ability to effectively manage, lead and supervise a multidisciplinary team.
• Must excel at strategic thinking, be open to new perspectives and innovative approaches
• Results-driven mentality, with a demonstrable understanding of financial and management accounting results and considerations
• Ability to delegate effectively.
• Strong strategic thinking combined with pragmatic execution capability.
• High commercial acumen with a deep understanding of financial metrics, levers, and risk drivers.
• Analytical and data-driven decision maker with experience in operational reporting and forecasting.
• Excellent communication and interpersonal skills able to engage confidently from frontline to boardroom.
• Solutions focussed, agile, and decisive under pressure.
• Strong leadership presence with the ability to inspire, challenge, and drive accountability.

Salary: Market Related CTC plus Annual KPI Performance Bonus
Benefits: Medical Aid, Provident Fund
Diversity & Inclusion
Surgo (Pty) Ltd is committed to building a diverse workforce and encourages people with disabilities and candidates from underrepresented backgrounds to apply.
Due to the volume of applications, if you don't hear back within three months, please consider your application unsuccessful. However, your CV will be retained in our database for future opportunities every CV is treated as part of our long-term talent pipeline. If you prefer us not to keep your CV, please contact .

Skills Required