Contact Centre Operations Lead

About the role

HyperionDev, a provider of accelerated tech education in EMEA, is looking for a Contact Centre Operations Lead in Johannesburg. The role is the backbone of the Revenue Team, managing the infrastructure, processes and data that drive sales efficiency. It covers end-to-end management and maintenance of the CRM and Contact Centre systems, keeping policy documentation up to date and reporting to leadership.

Key responsibilities

• Oversee daily maintenance and optimisation of the CRM and Contact Centre software to ensure high uptime and data integrity.
• Lead the creation and regular updating of internal sales policies and standard operating procedures (SOPs).
• Manage reporting dashboards for the Revenue Team, giving insight into student pipelines and performance.
• Provide feedback and implement technical improvements to the payment journey and internal sales processes.
• Work with Finance and Collections to keep data accurate and system integrations reliable.
• Handle queries about system issues and resolve internal operational bottlenecks.
• Maintain careful data allocation across systems to prevent portfolio deterioration.

Required profile

• At least 2 years' experience in Sales Operations, Revenue Operations, Business Analysis, Commercial Analytics or a similar analytical role.
• Experience building reports and dashboards and analysing commercial or operational data.
• Experience with CRM platforms and maintaining data integrity.
• Matric qualification; a Bachelor's degree in Commerce, Business Analytics, Information Systems, Mathematics, Statistics or a related field is preferred.
• Preferred: experience with reporting or business intelligence platforms, SQL, a technology, SaaS or online education background, and experience improving processes with AI or automation.

Required skills

• Strong analytical and problem-solving skills, with the ability to turn trends into actionable recommendations.
• Advanced Excel or Google Sheets skills.
• Excellent written and verbal communication skills.

What we offer

• Possibility of equity through a stock option scheme as a senior leadership role.
• Hybrid work with flexible scheduling and remote options for those not near a campus.
• Part-time enrolment in the company's Coding Bootcamps.