Operations Manager

Our client a leading international BPO is looking for an experienced Operations Manager to lead multiple customer service campaigns across their Cape Town operation.

This is a fantastic opportunity for a proven contact centre leader who enjoys being on the floor developing leaders building high-performing teams and driving operational excellence.

Youll be responsible for overseeing 36 campaigns leading approximately 300 on-site agents and 100 work-from-home employees through a team of Team Leaders and Shift Supervisors.

• Lead the day-to-day operations across multiple customer service campaigns ensuring all SLAs KPIs productivity and quality targets are achieved.
• Oversee the performance of 36 campaigns managing approximately 300 on-site agents and 100 work-from-home employees through Team Leaders and Shift Supervisors.
• Coach mentor and develop Team Leaders to build high-performing engaged and accountable teams.
• Monitor operational performance analyse trends and implement corrective actions to improve efficiency and customer experience.
• Drive performance management employee engagement attendance management and retention initiatives.
• Ensure effective workforce planning and resource allocation in partnership with Workforce Management.
• Build and maintain strong relationships with client stakeholders providing operational updates and performance insights.
• Prepare and present operational reports performance reviews and improvement plans to leadership and clients.
• Partner with Quality Training HR and IT teams to ensure compliance operational excellence and continuous improvement.
• Support campaign launches operational changes and business growth initiatives.
• Identify opportunities to improve processes reduce costs and enhance overall service delivery.

• Matric (Grade 12) is essential.
• A relevant tertiary qualification in Business Management Operations Management or a related field is advantageous.
• 58 years experience within a BPO or contact centre environment.
• Minimum 3 years experience in an Operations Manager or senior operational leadership role.
• Proven experience managing multiple campaigns and large teams of 300 employees.
• Experience managing voice digital and/or back-office customer service operations.
• Strong client relationship management experience within an outsourced environment.
• Excellent leadership coaching and people management skills.
• Strong analytical ability with experience interpreting operational data and driving performance improvements.
• Sound knowledge of workforce management principles quality assurance and operational reporting.
• Good understanding of South African labour legislation and employee relations.
• Advanced Microsoft Excel skills and experience using CRM Workforce Management and quality management systems.
• Resilient commercially minded and comfortable working in a fast-paced target-driven environment.

• Up to R75000 per month depending on experience.
• A senior leadership opportunity within a growing international business.
• The opportunity to lead multiple campaigns across two Cape Town sites.
• Work alongside an experienced leadership team with genuine opportunities for career growth and development.