Global Digital Transformation Director

Teleperformance; Cape Town; On-site; ZAR 1,500,000 - 2,300,000; Full time

Job summary

Teleperformance is seeking a Digital Services & Transformation Director to lead the global transformation and optimization strategy for contact center operations across geographies. The role focuses on driving digital innovation, automation, and standardization to improve service delivery efficiency and customer outcomes.

The ideal candidate has 10+ years in contact center ops, with at least 5 years in a global leadership role, and a proven track record in Lean Six Sigma, governance, and

Qualifications

• Graduate or postgraduate degree in Business, Operations, or related field.
• Matric or equivalent (Essential).
• 10+ years in contact center ops, with at least 5 years in global leadership.
• Proven track record in digital transformation, automation, and process optimization.
• Experience in governance, performance management, and senior stakeholder engagement.

Responsibilities

• Define and execute the global digital transformation roadmap for contact center operations.
• Align transformation initiatives with organizational objectives and client priorities.
• Champion Teleperformance Digital products and promote adoption across regions.
• Establish governance frameworks and conduct regular reviews for alignment and compliance.
• Track and report measurable value metrics for transformation initiatives.
• Drive standardization of global execution quality and service delivery models.
• Identify and implement automation opportunities to improve efficiency.
• Foster a culture of innovation and continuous improvement across all delivery centers.
• Enhance customer experience through process redesign and technology enablement.
• Collaborate with global and regional leadership to align priorities and investments.

Skills

Lean Six Sigma

Digital transformation

Automation

Analytics

KPI tracking

Stakeholder engagement

Education

Graduate/Postgraduate in Business/Operations or related field

Matric or Equivalent

Tools

Automation platforms

Analytics tools

Global contact center technologies

Job description

Teleperformance is seeking a Digital Services & Transformation Director to lead the global transformation and optimization strategy for contact center operations across geographies. The role focuses on driving digital innovation, automation, and standardization to improve service delivery efficiency and customer outcomes.

The ideal candidate has 10+ years in contact center ops, with at least 5 years in a global leadership role, and a proven track record in Lean Six Sigma, governance, and