FTTH Contact Centre Leader — AI & Omnichannel

MetroFibre; Centurion; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

MetroFibre Networx is seeking an operational leader to drive exceptional customer experience across all contact centre channels, including AI-enabled interactions. The role focuses on people development, performance management and digital transformation to achieve consistent, efficient service.

You will lead omnichannel operations, develop policies, monitor KPIs, and collaborate with stakeholders to resolve issues and improve journeys. Telecommunications expertise is advantageous.

Qualifications

• Matric plus a relevant tertiary qualification at NQF Level 7 or equivalent.
• Preferred fields include Business Administration, Operations Management, Customer Experience, Telecommunications.

Responsibilities

• Oversee omnichannel contact centre operations across voice, email, tickets, WhatsApp, social, and AI-driven interactions.
• Lead day-to-day contact centre activity, ensuring service standards and KPI targets are met.
• Develop procedures, policies and governance to support business objectives and cost discipline.
• Drive CSAT, first-contact resolution, response times and service levels with data-driven insights.
• Monitor escalations, trend analyses and root-cause resolution with stakeholders.
• Prepare management reports on performance, risks and improvement plans.
• Ensure proper troubleshooting before escalation to NOC or networks teams.
• Lead AI-enabled customer service initiatives and automate where appropriate.
• Coach and develop a high-performing team with clear objectives and accountability.
• Manage resource planning, workload, capacity and absence to optimise operations.
• Ensure compliance with POPIA, information security and company policies.

Skills

Omnichannel leadership

People management

Performance analysis

Digital transformation

Continuous improvement

Education

NQF Level 7 qualification

Job description

MetroFibre Networx is seeking an operational leader to drive exceptional customer experience across all contact centre channels, including AI-enabled interactions. The role focuses on people development, performance management and digital transformation to achieve consistent, efficient service.

You will lead omnichannel operations, develop policies, monitor KPIs, and collaborate with stakeholders to resolve issues and improve journeys. Telecommunications expertise is advantageous.