CX Delivery & Ops Manager
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
ABOUT HUGO
WHAT YOULL BE DOING
The CX Delivery & Site Lead will establish and manage Hugos CX delivery operations in Cape Town. This leader will oversee local hiring training coordination client delivery oversight and workforce performance ensuring the site scales effectively while maintaining Hugos global standards for quality efficiency and culture.
Key Responsibilities
- Lead end-to-end setup of the CX delivery function in Cape Town from initial hiring to operational readiness.
- Manage local team leads trainers and support staff to ensure smooth ramp-up and daily execution.
- Liaise closely with central Delivery WFM and QA teams in Lagos to align processes and performance reporting.
- Oversee hiring pipelines in partnership with the central Recruitment & HR teams.
- Coordinate onboarding and training schedules in collaboration with the L&D team.
- Ensure adherence to SLA quality and productivity standards for all projects running from Cape Town.
- Conduct regular performance reviews coaching and feedback sessions with TLs and agents.
- Support client onboarding and account transitions where Cape Town teams are involved.
- Drive a strong performance and service-obsessed culture within the site.
- Collaborate with the Office & Admin Coordinator to maintain a safe productive and engaging workspace.
Qualifications
- 57 years of experience in customer experience or operations management preferably in BPO environments
- Proven ability to manage cross-functional delivery teams and multiple client accounts.
- Experience leading new site setups or scaling delivery hubs is highly preferred.
- Strong analytical and performance management skills (QA WFM CSAT AHT etc.).
- Excellent communication and stakeholder management across geographies.
- Demonstrated leadership in coaching building and motivating diverse teams.
WHAT WE PROVIDE
Hugo offers a hybrid work environment that balances employee flexibility with a collegial fun office culture. We pride ourselves on offering a dynamic environment where ambitious professionals can make a measurable impact and accelerate their career. Our compensation and benefits are highly competitive.
PRIVACY STATEMENT
Any information you submit to Hugo as part of your application will be processed in accordance with Hugos Privacy Policy.
EQUAL OPPORTUNITY STATEMENT
Diversity equity and inclusion are part of our DNA. Promoting and where possible improving diversity equity and inclusion are a value-based and commercial necessity. We are an equal opportunity employer and welcome applications from all qualified individuals regardless of race sex gender identify sexual orientation neurodiversity disability or any other legally protected status
Key Skills
- Project Management Methodology
- Kanban
- Project / Program Management
- Agile
- Waterfall
- Project Leadership
- Application Development
- Project Management
- Scrum
- Microsoft Project
- SDLC
- Project Implementation
About Company
Hugo is transforming the future of a continent by re-envisioning the future of its work. We exist to provide BPO excellence to our customers by investing heavily in the very best of African talent.African communities currently reap less than 2% of a BPO market worth a staggering $430 ... View more
