Contact Centre Director
| Remuneration: | negotiable |
| Location: | Cape Town, Woodstock |
| Job level: | Senior |
| Type: | Contract |
| Company: | ONtact Interactive (Pty) Ltd |
Are you tired of managing outdated outbound contact centres that rely on low-yield lead lists and repetitive scripts?
At ONtact Interactive, energy is our currency and speed-to-lead is our standard. We operate a modernized, high-speed lead conversion engine that transforms premium, high-intent digital leads into revenue. We don’t just hit targets, we set new benchmarks while maintaining audit-grade POPIA and TCF compliance.
We’re searching for a Contact Centre Director who lives and breathes operational excellence, team development, and continuous improvement.
What you’ll be doing:
- Lead the floor: Inspire and guide team leaders to crush targets across conversion rates, speed-to-lead metrics, and CSAT.
- Optimize operations: Manage dialler workflows, floor resource allocation, and headcount forecasting to drive maximum efficiency.
- Develop talent: Build a high-performance culture through structured coaching, KPI reviews, and regular 1-on-1 development.
- Own relationships and reporting: Present monthly analytics to management, daily reports and weekly performance reviews. Showcase operational results, and identify new growth opportunities.
- Maintain standards: Ensure strict adherence to POPIA, TCF guidelines, and quality assurance benchmarks across all campaigns.
Skills required:
- 5+ years leading inbound/outbound contact centre operations in target-driven environments.
- 5 + years of experience in an outsourced or multi-campaign contact centre.
- Proven mastery of dialler technology (ViciDial), list management, and speed-to-lead execution.
- Solid understanding of POPIA/TCF compliance and quality control.
- Strong leadership presence with a track record of driving low attrition and high team engagement.
Posted on 30 Jul 20:03, Closing date 28 Sep
