Operations Manager

2 days ago

Sandton, South Africa Merchants Full time

Get AI-powered advice on this job and more exclusive features. Are you a strong BPO Operations Leader with proven experience managing Team Leaders in a high-performance Customer Service environment? We’re looking for a seasoned Operations Manager who can drive performance, develop people, and deliver exceptional operational outcomes. About the Role As the Operations Manager, you will lead and coach a team of Team Leaders to ensure service delivery, financial KPIs, and client expectations are consistently met. You’ll be the operational heartbeat of the campaign — ensuring productivity, people performance, quality, and client satisfaction remain world‑class. Key Responsibilities People Management Lead, mentor, and develop Team Leaders Daily performance management and coaching Conduct mid-year and annual reviews Build strong communication rhythms with Team Leaders and Agents Drive compliance with HR policies and procedures Customer & Client Relations Manage customer and client escalations Ensure delivery aligns with contractual and SLA commitments Reporting & Operations Produce internal and external operational reports Analyse business trends and recommend improvements Monitor adherence, absenteeism, and productivity Review operational tools and reporting accuracy Ensure timely completion of time sheets and log‑ons for new employees What You Need to Succeed 2+ years Team Leader experience PLUS experience as an Ops Manager preferred Strong BPO background with financial services or banking experience Solid knowledge of contact centre metrics, reporting, and performance management Excellent communication and leadership capabilityStrong planning, organising, problem‑solving and decision‑making skills High attention to detail and ability to influence stakeholders Ability to work Canadian time zone Seniority level Mid‑Senior level Employment type Full-time Job function Customer Service Industries Telephone Call Centers and Banking #J-18808-Ljbffr

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