Senior Contact Center Operations Leader

TELUS Digital; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

TELUS Digital in Cape Town is seeking a Senior Operations leader to oversee large-scale contact center operations and drive performance across multiple client programs.

You will manage Team Leaders and indirect reports, optimize staffing, and ensure 24/7 coverage while delivering against key KPIs. The role emphasizes change management, data-driven decisions, and stakeholder engagement in a fast-paced environment.

Qualifications

• 5+ years in BPO / contact center ops.
• 2+ years in Senior Ops Manager or equivalent.
• Experience leading large-scale ops (300+ FTE).
• Experience managing multiple LOBs / client programs.
• Managing Team Leaders and indirect reports.
• Strong WFM, staffing, capacity planning, forecasting, shrinkage, productivity.
• Experience managing cost, revenue, margin, overtime, staffing efficiency.
• Client-facing ops and senior stakeholder management.
• Recovery plans for underperforming KPIs.
• Analytical skills translating data into actions.
• Change management and operational transformation.
• Strong written and verbal communication.
• Able to work in 24/7 contact-center environments; flexible shifts.
• KPIs: CSAT, Quality, AHT, SLA, Attendance, Attrition, Productivity.

Skills

BPO ops

Leadership

WFM

Forecasting

Financial mgmt

Stakeholder mgmt

KPIs

Change mgmt

Communication

24/7 shifts

Team leadership

Job description

TELUS Digital in Cape Town is seeking a Senior Operations leader to oversee large-scale contact center operations and drive performance across multiple client programs.

You will manage Team Leaders and indirect reports, optimize staffing, and ensure 24/7 coverage while delivering against key KPIs. The role emphasizes change management, data-driven decisions, and stakeholder engagement in a fast-paced environment.