Operations Manager: Customer Experience Centre

Recruiter:

Communicate Recruitment

Job Ref:

CTD000488/PKN

Date posted:

Tuesday, June 9, 2026

Location:

Johannesburg, South Africa

SUMMARY:
A leading, international customer-focused organisation is seeking an experienced Operations Manager to lead and optimise a high-performing service team.

POSITION INFO:

Job Description:

Inspire, guide, and develop a multi-functional team to achieve performance targets
Foster a positive, accountable, and high-energy team culture
Manage the day-to-day performance of the contact centre to ensure seamless operations
Monitor workflows, staffing levels, and scheduling to meet demand fluctuations
Ensure consistent delivery of high-quality customer service across all touchpoints
Handle complex escalations and implement root-cause solutions
Track key performance indicators and analyse trends to inform decision-making
Develop action plans to improve service delivery and operational outcomes
Ensure targets relating to service levels, efficiency, and quality are consistently met

Skills & Experience:

4–5+ years’ experience in a contact centre or customer operations leadership role
Proven experience managing teams within a contact centre or customer service environment
Strong understanding of workforce planning, service metrics, and operational processes
Experience dealing with customer escalations and driving service improvements
Solid knowledge of business tools and reporting systems

Qualification:

Relevant degree or national diploma is acceptable.

Only South African Residents or individuals with a relevant South African work permit will be considered.

If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles / positions.

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