148 Center manager Jobs and Work in Western Cape

Manager
EXL Service —Cape Town, Western Cape
- Full-time
14d
Villa General Manager / Property Manager - Cape Town
Utopia —Cape Town, Western Cape
- Full-time
Quick Apply
4h
Stock Controller
Shoprite Group —Bothasig, Western Cape
1d
Training and Development Manager
Takealot Group —Cape Town, Western Cape
Quick Apply
1d
Assistant Manager - Transport
WNS Global Services —Cape Town, Western Cape 7441
- Part-time
Quick Apply
1d
Operations Manager
TTEC —Cape Town, Western Cape
Quick Apply
2d
Contracts Manager (m/f/d) - 12 months Fixed-Term Contract
JUWI GmbH —Cape Town, Western Cape
2d
Deputy Manager - Facilities
WNS Global Services —Cape Town, Western Cape
- Part-time
Quick Apply
2d
Night Shift HRBP
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
2d
Operations Manager
Concentrix —Cape Town, Western Cape 8000
- Full-time
2d
STORE MANAGER
Pepkor Speciality —Cape Town, Western Cape
3d
Controls Engineer, EMEA Controls, DCC Communities
Amazon Data Services South Africa (Pty) Ltd —Cape Town, Western Cape
- Full-time
3d
Assistant Technical Manager Properties
Shoprite Group —Cape Town, Western Cape
- Full-time
4d
Distribution Center Manager
Avery Dennison —Somerset West, Western Cape 7130
- Full-time
Quick Apply
8d
Infrastructure Delivery Installation Technician, Infrastructure Delivery
Amazon Data Services South Africa (Pty) Ltd —Cape Town, Western Cape
- Full-time
10d
HR Business Partner (Night shift)
WNS Global Services —Cape Town, Western Cape 7441
- Full-time
Quick Apply
10d
Call Centre Dialer Manager
Alpha Konnect —Cape Town, Western Cape
- R8 000 a month
Quick Apply
11d
Assistant Manager - Desktop Support
WNS Global Services —Cape Town, Western Cape 7925
- Full-time
Quick Apply
11d
Technical Account Manager
WNS Global Services —Cape Town, Western Cape 7925
- Full-time
Quick Apply
11d
Spa Receptionist
One&Only Cape Town —Cape Town, Western Cape
13d

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Manager

EXL Service -
Cape Town, Western Cape

Apply Now

Job Details

Full-time
14 days ago

Full Job Description

Job Description: CCaaS Voice Manager – Responsible for managing and supporting cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions. The role oversees CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives while leading a team of enoc engineers and partnering with business and client stakeholders. CCaaS Voice Manager (with Dialer Experience) – Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions. The role oversees CCaaS operations, telephony infrastructure, dialer campaigns, SIP/VoIP integrations, vendor management, and service delivery while ensuring platform stability, regulatory compliance, and operational excellence. The ideal candidate should have experience with cloud contact center technologies, outbound dialing platforms, and customer engagement solutions, along with strong leadership and stakeholder management skills.

Responsibilities: Responsibilities – CCaaS Voice Manager (with Dialer Experience)

Lead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance.
Manage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives.
Oversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations.
Drive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions.
Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements.
Monitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks.
Lead incident, problem, change, and release management activities for voice and contact center technologies.
Ensure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies.
Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms.
Analyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency.
Develop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes.
Manage vendor relationships, service providers, and technology partners to ensure effective support and delivery.
Lead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement.
Support business continuity, disaster recovery, and resiliency planning for contact center and telephony environments.
Provide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps.

Qualifications: Qualifications – CCaaS Voice Manager (with Dialer Experience)

Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.
Minimum of 8–10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure.
Minimum of 3–5 years of leadership or people management experience leading technical teams and service delivery functions.
Strong hands-on experience with one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone , or equivalent.
Proven experience managing outbound dialing solutions including predictive, progressive, preview, and manual dialer campaigns .
Solid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures .
Experience integrating contact center platforms with CRM, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions .
Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices.
Experience supporting large-scale, multi-site, or global contact center environments.
Strong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations.
Knowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations.
Experience managing technology vendors, carriers, and third-party service providers.
Excellent communication, stakeholder management, presentation, and client-facing skills.
Ability to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives.
Relevant certifications in cloud, contact center, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc.).

Preferred Qualifications

Experience within BPO, Customer Experience (CX), Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries.
Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms.
Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives.

Apply Now

Refine Your Search

center manager jobs in western cape

Manager

Villa General Manager / Property Manager - Cape Town

Stock Controller

Training and Development Manager

Assistant Manager - Transport

Operations Manager

Contracts Manager (m/f/d) - 12 months Fixed-Term Contract

Deputy Manager - Facilities

Night Shift HRBP

Operations Manager

STORE MANAGER

Controls Engineer, EMEA Controls, DCC Communities

Assistant Technical Manager Properties

Distribution Center Manager

Infrastructure Delivery Installation Technician, Infrastructure Delivery

HR Business Partner (Night shift)

Call Centre Dialer Manager

Assistant Manager - Desktop Support

Technical Account Manager

Spa Receptionist

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