Head of Department – Technical Operations (Contact Centre)

About the role

We are seeking a dynamic Technical Head of Department to lead our high‑volume contact centre in Cape Town. You will be the frontline strategist, turning operational chaos into measurable results while guiding a large team under tight deadlines.

Key responsibilities

• Oversee day‑to‑day contact centre operations, ensuring targets and service levels are met.
• Analyse performance data to identify trends, bottlenecks, and improvement opportunities.
• Develop and mentor team leaders, fostering a culture of accountability and continuous learning.
• Collaborate with cross‑functional stakeholders to align operational tactics with business objectives.
• Maintain a calm, decisive presence during high‑pressure situations and drive rapid problem‑resolution.

Required profile

• Minimum 5 years of experience leading high‑volume contact centre operations.
• Proven ability to build strong leaders rather than merely manage staff.
• Data‑driven mindset with a track record of turning insights into action.
• Excellent composure under pressure and a proactive, forward‑thinking approach.

Required skills

• Intermediate SQL (SELECT, JOIN, WHERE, etc.)
• Advanced Excel for data analysis and reporting

What we offer

• Competitive salary range of R600 000 – R700 000 per year (not publicly disclosed)
• Opportunity to lead a strategic function within a fast‑growing contact centre
• Supportive environment that values data‑driven decision making