Operations Director (Sales & Retentions)

Job Title:

Operations Director (Sales & Retentions)

Job Description

At Concentrix, we are a global technology and services leader that powers the world’s best brands through innovative solutions, operational excellence, and deep expertise across customer engagement and business services. As we continue to grow and transform, we are seeking a highly experienced Director of Operations, Contact Centre, you will play a critical leadership role in delivering exceptional customer experiences while driving strong business performance across service, sales, and retention programs.

You will lead multi-level operational teams, partner with clients and internal stakeholders, and drive results across customer satisfaction, revenue growth, customer loyalty, and operational excellence.

Based in either Cape Town or Durban, this is an opportunity for a strategic, people-first leader who thrives in a fast-paced, performance-driven environment and knows how to turn business goals into measurable outcomes.

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. 

• 5+ Years experience in a senior operations leadership role.
   

• Telco industry experience is required.

 

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. 

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace. 

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time2026-08-07