Operations Manager Customer Experience Centre

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. Connect with us on and Register your CV to create a profile and to view all our Engineering recruitment vacancies. Let us assist you with your career. For Marketing, Digital, Performance Marketing, Graphic design, SEO, and PPC jobs.