FTTH Contact Centre Leader - AI-Driven Customer Experience

Metrofibre; Centurion; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Metrofibre in Centurion seeks an operational leader to drive a superior customer experience across all contact centre channels, including voice, email, ticketing, WhatsApp and AI-enabled interactions. The role emphasizes people development, performance management and digital transformation.

You will lead day-to-day FTTH contact centre operations, set service standards, monitor KPIs, resolve escalations efficiently and partner with stakeholders on continuous improvement and automation initiatives.

Qualifications

• 5-10 years' experience leading customer service or contact centre teams.
• 2-3 years' experience managing omnichannel performance across voice & digital channels.
• Exposure to AI, automation and technology-enabled customer service.
• Telecommunications or fibre industry experience is advantageous.

Responsibilities

• Omnichannel contact centre management across all channels.
• Lead day-to-day operations of the FTTH contact centre.
• Develop and implement service standards aligned with business objectives.
• Drive KPI performance including CSAT, FCR, response and resolution times.
• Monitor inquiries, complaints and escalations for timely resolution.
• Analyse trends and drive root-cause resolution.
• Prepare management reports on performance, risks and improvements.
• Ensure AI-enabled processes are compliant with governance and POPIA.
• Coach and develop a high-performing team.
• Plan resources and manage workload and absence.

Skills

Leadership

People development

Performance management

Digital transformation

AI-enabled customer service

Education

Matric

NQF7+ qualification in Business Administration / Operations / Customer Experience / Telecommunications

Job description

Metrofibre in Centurion seeks an operational leader to drive a superior customer experience across all contact centre channels, including voice, email, ticketing, WhatsApp and AI-enabled interactions. The role emphasizes people development, performance management and digital transformation.

You will lead day-to-day FTTH contact centre operations, set service standards, monitor KPIs, resolve escalations efficiently and partner with stakeholders on continuous improvement and automation initiatives.