Overview

Operations Director; Sales & Retentions Jobs in Cape Town, South Africa at Concentrix

Position: Operations Director (Sales & Retentions)

Overview

Operations Director (Sales & Retentions) – Concentrix. We are a global technology and services leader delivering customer engagement and business services. The Director of Operations, Contact Centre, will lead multi-level operational teams, partner with clients and internal stakeholders, and drive results across service, sales, and retention programs. Based in Cape Town or Durban, this role is a strategic, people-first leadership position in a fast-paced, performance-driven environment.

Responsibilities

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

Concentrix is an equal opportunity employer. We evaluate 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. This follows our Employment Equity commitments and targets aligned with applicable laws and company policies.

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Title: Operations Director; Sales & Retentions

Company: Concentrix

Location: Cape Town, South Africa

Category:

 

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