Lead Operational Excellence
You will oversee contact centre operations across one or more accounts, programs, or business units.
Drive performance across key operational metrics including service level, quality, customer satisfaction, productivity, and efficiency.
Ensure teams consistently meet client expectations, contractual commitments, and internal business targets.
Use data, insight, and operational discipline to identify risks and deliver improvement plans.
Drive Sales and Retention Performance
You will lead with a commercial mindset to improve growth and loyalty outcomes.
Own performance across sales conversion, upsell/cross-sell, save rate, renewals, and customer retention.
Partner with frontline leaders and support teams to strengthen sales effectiveness, retention capability, and customer lifetime value.
Create an environment where customer-centricity and commercial performance work together.
Build High-Performing Teams
You will inspire and develop leaders who deliver results and support teams with clarity, accountability, and purpose.
Build a culture of engagement, recognition, coaching, and continuous development.
Support succession planning and leadership growth to strengthen the organization over time.
Partner with Clients
You will be a trusted operational partner for our clients.
Lead business reviews, performance discussions, and strategic conversations with confidence and insight.
Translate client goals into practical operational plans that improve service, sales, and retention outcomes.
Identify opportunities to strengthen partnerships and support business growth.
Own Business Results
You will take accountability for both operational and financial performance.
Manage budgets, forecasts, headcount planning, productivity, and profitability.
Balance service quality, employee experience, and commercial success.
Use reporting and trend analysis to guide decisions and improve outcomes.
Experience
We’re looking for a leader with strong experience in contact centre or CX operations, with the flexibility to travel between Durban & Cape Town.
Proven success leading large, multi-level teams in customer service, sales, retention, or related environments.
Strong experience managing client relationships, performance metrics, financial targets, and people development.
Demonstrated ability to improve operational performance in a fast-paced, metrics-driven setting.
Experience in multi-site, complex, or matrixed environments is a plus.
Bachelor’s degree in Business, Operations, Management, or related field preferred.
Skills
The ideal candidate will bring:
Strong operational leadership
Experience driving sales and retention outcomes
Excellent client management and communication skills
Solid financial and commercial acumen
Strong analytical and problem-solving ability
A passion for coaching, developing people, and leading change
At Concentrix, we help the world’s best brands deliver exceptional experiences.
We combine human-centered thinking, technology, and operational expertise to create solutions that make a real impact.
Our people are at the center of everything we do, and we are committed to building an environment where talent can grow, lead, and thrive.
Here, you’ll have the opportunity to shape customer journeys, influence business performance, and build a meaningful career.
