Job Ref #: PPL-109
Industry: Call Centre
Job Type: Permanent
Positions Available: 1

Job Description

Pepkor Payments and Lending is looking to appoint a seasoned Head of Operations Support to lead the Workforce Management, Quality Assurance, and Dialler Support functions within the Contact Centre environment. This strategic leadership role is critical in driving operational excellence, ensuring strong execution, and shaping future-ready support capabilities.

The role is responsible for developing and implementing functional strategies that enhance efficiency, performance, and continuous improvement through data-driven insights, automation, and technology adoption. Working closely with key stakeholders, the incumbent ensures alignment to overall business strategy, regulatory requirements, and industry best practice.

Through strong leadership of multi-disciplinary teams, the Head of Operations Support will build organisational capability, embed a culture of excellence, and enable a high-performing, efficient, and continuously improving Contact Centre environment.

Key Performance Areas

1.Strategic Management

• Develop and execute the strategic roadmap for Quality Assurance, Workforce Management and Dialler Support, aligned to strategic business objectives.
• Translate and plan functional strategy into annual operating and project plans by providing clear communication of departmental direction and priorities
• Execute functional strategy through reviewing and reporting on operational and project plans to ensure departmental productivity improves year on year
• Benchmark operations against industry standards and implement best-practice enhancements.
• Identify opportunities for automation, AI integration and digital optimisation to enhance efficiency.
• Lead Operations Support participation in approved projects and initiatives (e.g. system implementations, channel expansion, digital adoption)
• Identify and execute continuous improvement opportunities using data driven insights.

2. Operations Management

2.1. Workforce Management

• Collaborate with operational leaders and cross-functional teams to ensure WFM alignment with business objectives
• Produce reporting to key stakeholders based on data-insights to inform management decision-making
• Participate in annual budget cycles and provide resource planning recommendations
• Drive process automation, technology adoption, and project involvement for enhanced efficiency.

2.2. Quality Assurance

• Lead the overall QA function and implement a comprehensive QA framework to ensure compliance, call quality and customer experience excellence.
• Oversee effective trend analysis, reporting and insight generation to inform improvement initiatives
• Ensure governance is upheld through calibration, sampling, quality standards and compliance oversight.
• Benchmark QA practices against industry best practice.
• Drive technology adoption, automation opportunities and project-related QA enhancements.

2.3 Dialler Support Services 

• Oversee the delivery of effective Dialler Support Services and Dialler Administrator coverage across all Contract Centres, aligned to Contact Centre operating hours.
• Proactively monitor system performance, identifying and resolving issues promptly to minimise downtime and disruptions to operations.
• Conduct thorough analysis of system performance data, identifying trends, potential bottlenecks, and areas for improvement
• Help develop and maintain comprehensive documentation of performance metrics and troubleshooting procedures.  Ensure real-time monitoring, first-level troubleshooting and best practices in system usage.
• Ensure strict adherence and execution of Collections dialling strategies prescribed by Credit Risk.
• Oversee accurate and timely campaign data file loading as per campaign requirements
• Lead ongoing engagement with Communications Technology for upgrades, functional enhancements and roadmap planning.
• Support business projects, campaigns and service improvement initiatives.
• Provide regular reporting on campaign performance, dialler efficiency and system utilisation.
  
  

2.4 General

• Conduct budgeting and forecasting processes for own department and actively participate in annual budget cycle to support Contact Centre Executives with headcount budgets based on WFM resource planning.
• Manage departmental expense budgets in line with approved cost centre allocations.
• Identify, assess and monitor operational risks, ensuring compliance with policies, standards and regulatory requirements
• Identify cross-functional improvement initiatives and collaborate on digital optimisation projects with measurable impact
• Lead the overall Workforce Management function covering Forecasting, Scheduling, Real-Time Management, Capacity Planning and Reporting and Analytics.
• Ensure adherence to industry-accepted methodologies, calculations and reporting standards.
• Drive efficiency in resource utilisation, capacity planning and scheduling to meet SLAs and operational business targets

3.Leadership and People Management

• Build and sustain an engaged, high-performance culture across the Operations Support teams.
• Facilitate regular departmental communication to ensure teamwork, integration and alignment.
• Manage performance in accordance with company policies and frameworks.
• Inspire, coach and develop managers and teams; ensure readiness to meet evolving business needs.
• Maintain organisational structures, capability and career pathways aligned to strategic objectives.
• Establish and maintain succession plans.
• Ensure regular performance reviews and talent development activities.
• Model company values and leadership behaviours consistently.

 

Job Requirements

Core Competencies

• Strategic and innovative thinker with a strong focus on continuous improvement
• Proven leadership capability with a strong sense of accountability and ownership
• Excellent stakeholder engagement skills with the ability to collaborate and influence across all levels
• Strong commitment to execution excellence and delivery of high-quality outcomes
• Effective communicator with the ability to engage confidently at all organisational levels
• Solid understanding of relevant legislation, including labour law and compliance requirements
• Demonstrated ability to lead and drive projects that enhance productivity, efficiency, and operational performance

Qualification and Experience

• Relevant tertiary qualification: BCom or Business Management Degree/Diploma
• Work experience: 8–10 years’ operational management experience in a large inbound and outbound, multi-channel contact centre environment
• Minimum of 5 years’ leadership experience managing middle management
• Direct experience in Operations Support functions, including Quality Assurance (QA), Workforce Management (WFM), and Dialler Support
• Strong exposure to QA frameworks, WFM methodologies, workforce management systems, and forecasting principles
• Solid understanding of Quality Assurance methodologies and frameworks (e.g. ISO, Total Quality Management, Six Sigma)
• Knowledge of dialler support, administration, and dialler systems would be advantageous
• Strong understanding of contact centre best practices and performance analytics
• Experience in process engineering, SOP development, and compliance management
• Proven ability to lead and manage multi-disciplinary teams

Should you not receive a response within 4 weeks of your application, please consider your application to be unsuccessful.

 

In you are interested please submit your application not later than 15 May 2026. By submitting your application, you are giving Pepkor Payments and Lending implicit consent to the storage and processing of your personal information.

 

Pepkor Payments and Lending is committed to creating equal employment opportunities.