Operations Manager

About the position

Overall Purpose

The Operations Manager is responsible for overseeing multiple contact centre managers across offshore operations (USA & UK markets). This role drives strategy, ensures optimal customer support performance across all channels, and delivers consistent, high-quality customer experiences aligned with business goals.

Key Responsibilities

Strategic Leadership:

• Implement and drive contact centre strategy to support growth and transformation
• Set long-term goals, KPIs, and SLAs
• Champion digital transformation and omni-channel integration

Operations Management:

• Ensure optimal performance of customer support operations accross multiple channels, including voice, email, chat, social media, SMS, and self-service platforms
• Manage forecasting, workforce planning, and scheduling
• Ensure effective use of CRM systems, AI, and contact centre technologies
• Maintain compliance with data protection and industry regulations

Customer Experience & Quality:

• Drive improvement in CSAT, NPS, FCR, Interaction Ratios, and other KPIs
• Monitor QA across all channels
• Analyse feedback to identify service improvements

Team Leadership & Development:

• Lead Contact Centre Managers, Team Leaders, and Frontline Agents
• Foster high-performance culture through training, mentoring and coaching
• Drive engagement and retention strategies

Technology & Innovation:

• Collaborate with IT / Product teams on automation and omni-channel enhancements
• Leverage data analytics and AI for operational efficiency and decision-making
• Stay current with contact centre tech trends

Financial Management:

• Develop and manage budgets, forecasts, and cost controls
• Identify cost-saving opportunities without compromising quality

Stakeholder Management:

• Collaborate across departments (Sales, IT, Marketing, etc.) to ensure alignment
• Report performance and strategic initiatives to executives

Experience Required

• 10+ years in BPO Contact Centre Management, with at least 5+ years in a Mid-Senior leadership role
• Strong background in customer service and sales performance

Skills

• Strategic leadership & people management
• Strategic thinking and data-driven decision-making
• Strong communication, process improvement (Lean / Six Sigma), and change management skills
• Proven leadership in omni-/multi-channel environments

Competencies

• Customer-centric mindset
• Digital fluency
• Analytical thinking
• Agility & innovation
• Emotional intelligence

Qualifications

• Matric (required)
• Tertiary degree or diploma (advantageous)
• FAIS/RE qualification (advantageous)

Desired Skills:

• Operations Management
• Strategy Development
• Leadership
• Customer Support Operations
• Operational Excellence
• Support Business growth
• Customer Transformation
• Goal Orientated
• Manage KPIs & SLAs
• Omni-Channel Integration
• Manage Workforce Planning
• Optimal Use of Contact Centre Technologies
• CRM ystems
• AI/Chatbot Platforms
• Compliance
• Data Protection Regularions
• Internal Policies
• CSAT
• NPS
• FCR
• Interaction Rations
• Quality Assurance Programs
• Service Enhancement
• Manage Call Centre Managers
• Manage Team Leaders
• Manage Frontline Agents
• High Performance Culture
• Team Development
• Coaching
• Mentoring
• Training
• Partner with Teams
• Data Analytics
• Decision Making Skills
• Operational Efficiency
• Contact Centre Technology
• Manage Budgets
• Forecasting
• Cost Control
• Reporting
• Strategic Initiatives
• People Management
• Data Driven Decision Making
• Strong Communication and Interpersonal Skills
• Customer Journey Mapping
• Lean / Six Sigma
• Change Management
• Customer Centric
• Digital Fluency
• Analytical Thinking
• Agility & Innovation
• Emotional Intelligence
• KPI management

Desired Work Experience:

• More than 10 years

Desired Qualification Level:

• Degree

About The Employer:

Leading South African business process outsourcing company, delivering high-quality sales, customer service, and back-office solutions to global clients. With operations servicing the USA and UK, they are committed to operational excellence, innovation, and exceptional customer experience.