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.

You'll be responsible for overseeing 3–6 campaigns, leading approximately 300 on-site agents and 100 work-from-home employees through a team of Team Leaders and Shift Supervisors.

Key Responsibilities

• 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 3–6 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.

Requirements

• Matric (Grade 12) is essential.


• A relevant tertiary qualification in Business Management, Operations Management or a related field is advantageous.


• 5–8 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.

What's In It For You?

• Up to R75,000 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.