Contact Centre Operations Director

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

Job summary

A leading company in Cape Town is seeking a Contact Centre Operations Director to transform customer contact operations. This strategic role demands a dynamic leader with extensive experience in Telecommunications or Broadband, capable of managing large teams and driving performance. The ideal candidate will inspire excellence and accountability while ensuring outstanding customer service in a high-volume environment.

Qualifications

• Extensive experience in Telecommunications or Broadband industry.
• Proven success in BPO with operational ownership of 400+ FTE.

Responsibilities

• Lead end-to-end operations of outsourced contact centre function.
• Drive continuous improvement through innovation and operational strategy.
• Inspire and develop large leadership teams.

Skills

Leadership

Operational Excellence

Commercial Acumen

Job description

Are you a dynamic leader with a passion for operational excellence? Do you bring deep experience in the Telecommunications or Broadband sector, and have a proven track record of scaling and managing large, high-performing teams within a BPO environment?

Location: Cape Town

Salary: 140k – 160k ZAR monthly + bonus + bens

We are seeking a Contact Centre Operations Director to lead and transform our multi-site customer contact operations. This is a high-impact, strategic leadership role responsible for driving performance, customer experience, and commercial outcomes across a complex operation exceeding 400+ FTE.

Key Responsibilities:

• Lead the end-to-end operations of our outsourced contact centre function, delivering outstanding customer service in a high-volume, fast-paced environment.
• Own the client relationship from an operational standpoint—ensuring SLAs, KPIs, and quality standards are consistently met or exceeded.
• Drive continuous improvement through innovation, operational strategy, and digital enablement.
• Collaborate with cross-functional teams, from client services to workforce planning and QA, to deliver seamless service delivery.
• Inspire, mentor, and develop large leadership teams to build a culture of excellence and accountability.

About You:

• Extensive experience in the Telecommunications or Broadband industry—you understand the customer, the challenges, and the pace.
• Proven success in a BPO or outsourced environment, with operational ownership of 400+ FTE across multiple locations or accounts.
• Strong commercial acumen and a data-led approach to performance management.
• Inspirational leadership style with the ability to drive culture, engagement, and operational rigor.
• Experience managing client relationships at a senior level and influencing at C-suite.