Head of Customer & Business Support Operations
Core
Lead and optimize large-scale customer service operations for Takealot and Superbalist, driving operational efficiency, workforce planning, and customer experience metrics.
Role type
Senior IC Customer & Business Support Operations Head
Builds
Scalable contact center operations and management structures for e-commerce brands
Domain
E-commerce / Customer Experience
Deliverable
dashboards & analysis
Required skills
Workforce planning, Budget management, Change management, Operational excellence, Data-driven decision making, Strategic thinking, Performance management, Leadership, Analytical skills
Preferred skills
MBA, Experience with third-party provider management
Technologies
Telephonic platforms, Communication systems, Reporting dashboards
Responsibilities
Lead, coach, and inspire Customer Service Managers and Representatives; Develop key metrics and performance indicators for customer experience and financial performance; Manage the full divisional budget and plan staffing requirements; Oversee end-to-end management of Takealot and Superbalist call center initiatives; Drive operational efficiencies and continuous improvement; Deliver accurate operational reporting and business insights; Partner with managers to achieve divisional OKRs.
Seniority
Senior, hands-on IC
