Head of Contact Centre Operations & Growth

Old Mutual Limited; Cape Town; On-site; ZAR 1,800,000 - 2,600,000; Full time

Job summary

Old Mutual Limited in Cape Town seeks a strategic and data-driven leader to head the Mass Foundation contact centre, aligning operations with business goals and customer outcomes.

You will lead Team Leaders, drive continuous improvement, and collaborate with HR, Learning & Development, Workforce Management and BI teams to deliver exceptional experiences, while managing risks and performance in a fast-paced financial services environment.

Qualifications

• Relevant degree or diploma with leadership experience in contact centres.
• Experience leading leaders within a large contact centre operation.
• Proven track record in achieving operational and commercial targets.

Responsibilities

• Translate business strategy into clear operational plans with measurable outcomes.
• Lead day-to-day performance of outbound contact centre to meet service and quality targets.
• Develop succession pipelines and capability plans for future leaders.
• Drive customer-centric initiatives and leverage data for decisions.
• Collaborate across Human Capital, Learning & Development, WFM and BI teams.
• Lead continuous improvement and innovation initiatives across the operation.

Skills

Contact Center Management

Contact Center Operations

Continuous Improvement

Customer Experience

Data Insights

Decision Making

Employee Experience

People Management

Stakeholder Management

Strategic Leadership

Education

Relevant Degree or Diploma in Business, Operations Management, Commerce or related field

NQF Level 6 Diploma or equivalent

Job description

Old Mutual Limited in Cape Town seeks a strategic and data-driven leader to head the Mass Foundation contact centre, aligning operations with business goals and customer outcomes.

You will lead Team Leaders, drive continuous improvement, and collaborate with HR, Learning & Development, Workforce Management and BI teams to deliver exceptional experiences, while managing risks and performance in a fast-paced financial services environment.