Head of Operations Support

A leading organisation is seeking an experienced Head of Operations Support to lead key contact centre support functions, including Workforce Management (WFM), Quality Assurance (QA), and Dialler Support. This is a strategic leadership role responsible for driving operational excellence, improving efficiency, and enabling high performance across a large, multi-channel contact centre environment.

Key Responsibilities:

• Define and execute the strategy for Workforce Management, Quality Assurance, and Dialler Support
• Translate business strategy into operational plans and drive execution across support functions
• Lead continuous improvement initiatives using data-driven insights, automation, and digital optimisation
• Benchmark operations against industry best practices and implement performance improvements

Workforce Management:

• Oversee forecasting, scheduling, capacity planning, and real-time management
• Ensure efficient resource utilisation to meet service levels and operational targets
• Provide reporting and insights to support decision-making

Quality Assurance:

• Lead and implement a comprehensive QA framework
• Ensure call quality, compliance, and customer experience standards
• Analyse trends and drive continuous improvement initiatives

Dialler Support:

• Oversee dialler operations, campaign management, and system performance
• Ensure effective execution of dialling strategies
• Monitor and optimise system performance and efficiency
• Work with technology teams on enhancements and upgrades

Operations and Financial Management:

• Manage departmental budgets, forecasts, and cost control
• Drive operational efficiency and productivity improvements
• Identify and mitigate risks while ensuring compliance

Leadership and People Management:

• Lead and develop high-performing, multi-disciplinary teams
• Manage and coach middle management
• Build succession pipelines and organisational capability
• Drive a culture of accountability and performance excellence

Requirements:

• 8-10 years' experience in a large inbound and outbound, multi-channel contact centre environment
• Minimum 5 years in a senior leadership role managing managers
• Direct experience in Workforce Management (WFM), Quality Assurance (QA), and Dialler Support
• Strong understanding of WFM methodologies, forecasting, and capacity planning
• Solid knowledge of QA frameworks (ISO, Six Sigma, TQM)
• Experience with dialler systems and contact centre technologies
• Strong data analysis, reporting, and performance optimisation skills
• Proven ability to drive operational improvement and transformation
• Relevant tertiary qualification (BCom or Business Management degree/diploma)

Ideal Background:

• Large-scale contact centre or BPO environment
• Banking, telecoms, insurance, or outsourcing industries
• Experience in high-volume, performance-driven environments