Contact Centre Manager - Somerset west area

SUMMARY:
Drive service excellence in digital banking! We’re looking for a Contact Centre Manager to lead outsourced operations, manage vendor performance, and champion customer experience.

POSITION INFO:

Contact Centre Manager

Location: Cape Town, South Africa Department: Process & Automation

Are you an experienced Contact Centre professional with strong vendor management and governance expertise?

This is a strategic operations role, managing the performance and partnership of an outsourced BPO supporting a digital‑first banking environment.

Key Responsibilities:

• Own the governance relationship with the BPO partner — chair service reviews, manage SLAs, and drive continuous improvement.

• Oversee service quality, capacity planning, and demand forecasting.

• Monitor compliance with FICA, POPIA, FAIS, and TCF obligations.

• Coordinate training, certification, and readiness for new product launches.

• Analyse escalation trends and client effort scores to identify process gaps.

• Partner with internal teams on automation, AI scope changes, and service optimisation.

Requirements:

• Relevant tertiary qualification in Business, Operations Management, or related field (NQF 6+).

• Minimum 7 years’ experience in contact centre operations or service delivery management.

• At least 3 years in vendor or relationship management.

• Financial services experience (banking, insurance, or fintech) strongly preferred.

• Exposure to AI‑assisted service models and CRM platforms advantageous.

• English and Afrikaans proficiency.

Why This Role Matters: You’ll be the bridge between technology and human service, ensuring that outsourced operations deliver exceptional client experiences as automation evolves.

📩 Apply now: