Operations Manager (Call Centre)

Location: Cape Town
Employment Type: Permanent

Salary: R40000 - R60000 Per Month

About the Role

We are looking for an experienced Customer Support Operations Manager to lead a multi-team customer support operation. Reporting to the Head of Customer Support, you will lead and develop a team of Team Leaders, driving service delivery, quality, productivity and operational efficiency.

The ideal candidate is a strong, fair and supportive leader who combines operational discipline with a genuine passion for coaching and people development. You will be responsible for building accountability, resolving complex customer escalations and driving continuous improvement across the department.

Key Responsibilities

• Oversee service delivery, quality and productivity across all Customer Support teams.


• Lead, coach and performance-manage Team Leaders, ensuring effective agent development.


• Manage workforce planning, capacity and resource allocation.


• Maintain quality standards and ensure critical errors and incidents are resolved.


• Handle complex customer escalations and drive root-cause analysis.


• Identify and implement process improvements to enhance customer experience and operational efficiency.


• Monitor performance data, identify risks and report on results to senior management.


• Collaborate with cross-functional teams to resolve operational challenges.

Requirements

• Minimum 6 years' contact centre experience, including at least 3 years leading Team Leaders.


• Experience managing performance across multiple support channels.


• Strong knowledge of contact centre operations, quality assurance and productivity metrics.


• Experience in workforce planning, capacity management and complex escalations.


• Proven ability to develop leaders, improve processes and drive measurable results.


• Strong analytical, communication and stakeholder management skills.

Advantageous: Technical and networking knowledge within a Tier 2 support environment.

Ideal Candidate

A firm but fair leader who is passionate about coaching, holds people accountable and leads through others. The successful candidate will be data-driven, calm under pressure, customer-focused and committed to continuous improvement.

Success in the Role

Success will be measured by improvements in service delivery, quality, operational efficiency, Team Leader effectiveness and customer experience.