About the position
Operations Manager - Johannesburg,Gauteng
Overall Purpose of the Role
Managing multiple contact centre managers focused on the offshore contact centre business cutting across 2 specific geographic locations, being the USA and the UK.
Job Specification
The Operations Manager is accountable for driving strategy implementation, providing strong leadership, and ensuring optimal performance of customer support operations across multiple channels, including voice, email, live chat, social media, SMS, and self-service platforms. This role plays a pivotal part in delivering a seamless, consistent, and high-quality customer experience while aligning operational excellence with overall business objectives.
Responsibilities
Strategic Leadership
- Implement and shape the contact centre strategy to support business growth, customer experience and customer transformation
- Set long-term goals, KPIs, and SLAs to ensure continuous service improvement and customer satisfaction
- Champion digital transformation and omni-channel integration initiative
Operations Management
- Oversee day-to-day operations across all customer touchpoints
- Manage workforce planning, forecasting, and scheduling for peak performance
- Ensure optimal use of contact centre technologies, CRM systems, and AI/chatbot platforms
- Maintain compliance with industry standards, data protection regulations, and internal policies
Customer Experience & Quality Assurance
- Drive improvements in CSAT, NPS, FCR, Interaction Ratios and other key performance indicators
- Monitor quality assurance programs across all channels
- Analyse customer feedback to identify pain points and opportunities for service enhancement
Team Leadership & Development
- Lead and inspire a large team of Call Centre Managers, Team Leaders, and front-line agents
- Promote a high-performance culture and ensure team development through coaching, training, and mentoring
- Drive engagement and retention strategies to build a motivated workforce
Technology & Innovation
- Partner with IT and product teams to enhance omni-channel capabilities and automation
- Leverage data analytics and AI to improve decision-making and operational efficiency
- Stay updated on emerging trends in customer experience and contact centre technology
Financial Management
- Develop and manage budgets, forecasts, and cost control measures
- Identify and implement cost optimisation strategies without compromising service quality
Stakeholder Management
- Collaborate with internal departments (Sales, Marketing, IT, Product) to ensure alignment on customer service goals
- Report on operational performance and strategic initiatives to executive leadership
Experience Required
- 10+ years in a BPO Contact Centre management, with at least 5 years in a Mid-senior leadership role
- Strong understanding of customer service and sales metrics, tools, and technologies
- Proven experience in leading omni-channel or multi-channel environments
Skills Required
- Exceptional leadership and people management
- Strategic thinking and data-driven decision-making
- Strong communication and interpersonal skills
- Expertise in customer journey mapping, process improvement (Lean/Six Sigma), and change management
Competencies Required
- Customer-Centric Mindset
- Digital Fluency
- Analytical Thinking
- Agility & Innovation
- Emotional Intelligence
Stakeholder Influence Qualifications Required
- Matric
- A tertiary degree or Diploma will be advantageous
- FAIS/RE Qualification will be advantageous
Monthly Salary: Negotiable
Desired Skills:
- contact centre management
- offshore contact centres
- strategy implementation
- strong leadership
- customer support operations
- omnichannel
- high-quality customer experience
- operational excellence
- business growth
- KPIs
- SLAs
- digital transformation
- CRM systems
- contact centre technology
- compliance
- data protection regulations
- policies
- CSAT
- NPS
- FCR
- quality assurance
- Analytical skills
- leadership skills
- mentorship
- team development
- stakeholder collaboration
- data analytics
- decision making skills
- stay current on trends
- budgets and forecasting
- communication skills
- customer journey mapping
- Lean/Six Sigma
- Customer focused
- digital fluency
- agility and innovation
- emotional intelligence
Desired Work Experience:
Desired Qualification Level:
About The Employer:
A leading South African law firm specialising in litigation, debt recovery, and collections. Renowned for excellence and integrity, the firm delivers strategic legal and financial solutions to clients across diverse industries.
