Durban Senior Contact Centre Operations Lead

Cactus Search; Durban; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading recruitment firm is looking for a Senior Contact Centre Operations Manager in Durban to lead a high-performing customer service operation. This role entails driving operational excellence and service delivery while leading a multi-channel contact centre. The ideal candidate should have 5–8+ years of experience in contact centre operations leadership and be proficient in modern contact centre platforms. A strong customer-first mindset and the ability to drive performance improvements are essential for success.

Benefits

Performance Bonus

Qualifications

• 5–8+ years' experience in contact centre operations leadership.
• Proven track record driving performance improvements.
• Strong understanding of workforce management and quality frameworks.

Responsibilities

• Lead and manage day-to-day operations of a large multi-channel contact centre.
• Drive customer service excellence through continuous improvement.
• Develop and implement operational strategies.

Skills

Leadership

Customer service excellence

Analytical skills

Stakeholder management

Tools

Contact centre platforms

Reporting tools

Job description

A leading recruitment firm is looking for a Senior Contact Centre Operations Manager in Durban to lead a high-performing customer service operation. This role entails driving operational excellence and service delivery while leading a multi-channel contact centre. The ideal candidate should have 5–8+ years of experience in contact centre operations leadership and be proficient in modern contact centre platforms. A strong customer-first mindset and the ability to drive performance improvements are essential for success.