Director of Operations, NA Telco (Sales & Retentions)

Concentrix Trust & Safety; Durban; On-site; USD 80,000 - 120,000; Full time

Job summary

A leading IT services company in Durban is seeking a Director of Operations to enhance client relationships and lead operational teams. This full-time position requires strong leadership experience in the contact center industry, focused on client satisfaction and business growth.

Qualifications

• Minimum of 2 years of senior leadership experience in the contact centre/outsourcing industry.
• Proven experience in leading inbound/outbound sales and retention accounts.
• Director-level experience in operational management, business development, and financial results delivery.

Responsibilities

• Serve as the principal day-to-day contact between Concentrix and the client, ensuring profitability.
• Lead operational teams to deliver client outcomes and achieve high customer satisfaction.
• Maintain and develop senior-level relationships with account stakeholders.

Skills

Client partnership skills

Commercial awareness

Contract negotiation

Job description

Director of Operations, NA Telco (Sales & Retentions)

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Job Title: Director of Operations, NA Telco (Sales & Retentions)

Job Description: We are seeking an enthusiastic and dedicated Operations Director to join our inclusive team in Durban. This full-time role offers an excellent salary and benefits. The Operations Director will plan and oversee the delivery of key account objectives, including contact and cost-to-serve reduction, customer resolution, retention, acquisition, and improving customer satisfaction and advocacy. You will manage, develop, and strengthen client relationships to maximize business growth.

Key responsibilities include:

• Serving as the principal day-to-day contact between Concentrix and the client, building trust and ensuring profitability
• Engaging actively in key developments within each account and acting as a vital business partner
• Maintaining and developing senior-level relationships with account stakeholders and implementing engagement strategies
• Leading operational teams to deliver client outcomes and achieve high customer satisfaction

Essential Criteria:

• Minimum of 2 years of senior leadership experience in the contact centre/outsourcing industry
• Proven experience in leading inbound/outbound sales and retention accounts
• Experience in guiding business transformation and strategy development
• Director-level experience in operational management, business development, and financial results delivery
• Strong client partnership skills to maximize growth opportunities
• Exceptional commercial awareness and contract negotiation skills

In return, you will receive a competitive salary and benefits, joining a welcoming and inclusive culture.

If motivated by this opportunity, please apply today.

Location: Durban, South Africa - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements: [Specify if applicable]

Time Type: Full-time

Additional Information

• Seniority level: Director
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: IT Services and IT Consulting

Note: This job posting is active. No indication that it is expired.