Senior Contact Centre Operations Manager

Cactus Search; Durban; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading recruitment firm is looking for a Senior Contact Centre Operations Manager in Durban to lead a high-performing customer service operation. This role entails driving operational excellence and service delivery while leading a multi-channel contact centre. The ideal candidate should have 5–8+ years of experience in contact centre operations leadership and be proficient in modern contact centre platforms. A strong customer-first mindset and the ability to drive performance improvements are essential for success.

Benefits

Performance Bonus

Qualifications

• 5–8+ years' experience in contact centre operations leadership.
• Proven track record driving performance improvements.
• Strong understanding of workforce management and quality frameworks.

Responsibilities

• Lead and manage day-to-day operations of a large multi-channel contact centre.
• Drive customer service excellence through continuous improvement.
• Develop and implement operational strategies.

Skills

Leadership

Customer service excellence

Analytical skills

Stakeholder management

Tools

Contact centre platforms

Reporting tools

Job description

We are seeking an experienced and dynamic Senior Contact Centre Operations Manager to lead our high-performing customer service operation in Durban.

This is a strategic leadership role focused on driving operational excellence, improving service delivery, and creating an environment where teams can thrive.

Location: Durban, South Africa

Salary: R75, – R85, per month + Performance Bonus

Employment Type : Full-Time

The ideal candidate is a proactive leader with deep contact centre expertise, a strong customer-first mindset, and a proven ability to elevate performance across people, processes, and technology.

Key Responsibilities

Lead and manage day-to-day operations of a large multi-channel contact centre.

Drive customer service excellence through continuous improvement of processes, systems, and team capability.

Develop and implement operational strategies aligned with organisational objectives.

Oversee workforce management, capacity planning, and resource allocation.

Analyse performance metrics and deliver actionable insights to improve efficiency and customer satisfaction.

Coach, mentor, and inspire team leaders and operational support teams to achieve targets.

Collaborate with cross-functional departments to align service delivery with business needs.

Ensure regulatory compliance, quality assurance, and adherence to service-level agreements (SLAs).

Manage budgets and contribute to financial planning.

Requirements

5–8+ years' experience in contact centre operations leadership, with at least 3 years in a senior management capacity.

Proven track record driving performance improvements in medium-to-large contact centre environments.

Strong understanding of workforce management, quality frameworks, and customer experience metrics.

Excellent communication, analytical, and stakeholder management skills.

Ability to lead through change and build high-performing teams.

Tech-savvy with experience using modern contact centre platforms and reporting tools.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management and Customer Service

Industries: Insurance, Financial Services, and Outsourcing and Offshoring Consulting