Senior Contact Centre Operations Manager

3 weeks ago


Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time
Key Responsibilities:
  • Operational Leadership: Drive a high-performance culture that aligns with company goals and client expectations by leading, mentoring, and supporting the Contact Centre team.
  • Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs.
  • Client Relations: Maintain strong client relationships by ensuring service excellence, actively addressing issues, and providing regular reporting on performance.
  • Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive efficiency, productivity, and continuous improvement.
  • Resource Management: Oversee staffing, scheduling, and resource allocation to ensure balanced workloads and efficient operations.
  • Process Improvement: Identify areas for operational improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction.
  • Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and other key metrics.
  • Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks.
  • Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities.
Requirements:
  • Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment.
  • Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement.
  • Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations.
  • Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making.
  • Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms.
  • Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks.
  • Night Shift: Comfortable working night shift.
Preferred Qualifications:
  • Education: Bachelors degree in business management, Operations, or related field.
What We Offer:
  • Dynamic Work Environment: A dynamic, fast-paced work environment in a growing company.
  • Professional Growth: Opportunities for professional growth and development.
  • Competitive Benefits: Competitive salary and benefits package.
  • Inclusive Workplace: An inclusive workplace that values diversity and encourages innovative thinking.


  • Cape Town, Western Cape, South Africa SA Commercial (Pty) Ltd Full time

    About the RoleSA Commercial (Pty) Ltd is seeking an experienced Operations Manager to lead our dynamic Contact Centre team. This crucial role is vital to our mission of delivering outstanding customer service and operational excellence.Key Responsibilities:Operational Leadership: Lead, mentor, and support the Contact Centre team, fostering a high-performance...


  • Cape Town, Western Cape, South Africa The Legends Agency Full time

    Job Title: Contact Centre AgentLocation: Cape TownJob Type: Full-timeReports to: Contact Centre Manager & appropriate DirectorThis is an exciting opportunity to join our team at The Legends Agency as a Contact Centre Agent. We are looking for a highly motivated and customer-focused individual to join our team and contribute to the success of our contact...


  • Cape Town, Western Cape, South Africa WNS Global Services Full time

    Role PurposeThis role is ideal for a talented, motivated and dynamic Sales Call Centre Operations Manager that is passionate about leading, motivating, mentoring, coaching and developing a team of Sales and Customer Centric Team Leaders (Assistant Managers) to deliver against client and internal business deliverables (KPIs, CBBs and SLAs) in an environment...


  • Cape Town, Western Cape, South Africa Old Mutual Full time

    Unlock Your Potential as a Financial AdvisorOld Mutual is a leading financial services company that believes in the African opportunity. We're looking for a talented and ambitious individual to join our team as a Financial Advisor - Sales and Contact Centre.Key ResponsibilitiesAs a Financial Advisor - Sales and Contact Centre, you will be responsible...


  • Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Operations Agent: Sales Contact CentreJob Summary:We are seeking a highly motivated and results-driven Sales Contact Centre Agent to join our team at WNS Global Services. As a key member of our sales team, you will be responsible for facilitating sales via the telephone, providing exceptional customer service, and driving business growth.Key...


  • Cape Town, Western Cape, South Africa Centre Recruit Consultants Full time

    Centre Recruit Consultants is seeking a Senior Spa Operations Manager to lead our spa management team in Cape Town.Job OverviewWe are looking for an experienced and skilled spa manager to oversee the daily operations of our spas in Century City, Milnerton, and CBD. The successful candidate will be responsible for managing staff, ensuring excellent customer...


  • Cape Town, Western Cape, South Africa WNS Global Services Full time

    Job Title: Operations Agent: Sales Contact CentreRole Purpose:The ideal candidate will be a talented and motivated inbound sales and service centric Call Centre Agent who enjoys facilitating sales via the telephone. They should be well-versed in inbound and/or outbound call handling, sales and service. The agent will be dealing with motivated car sellers who...


  • Cape Town, Western Cape, South Africa CallForce Full time

    Job SummaryWe are seeking an experienced Business Development Manager to lead our contact centre campaigns in Cape Town. The ideal candidate will have exceptional client relationship management skills, practical HR/IR experience, and a strong ability to manage conflict.Key Responsibilities:Client Relationship Management: Engage with the client management...


  • Cape Town, Western Cape, South Africa Isilumko Staffing (JHB) Full time

    We are currently seeking a skilled Customer Service Contact Centre Representative to join our team at Isilumko Staffing (JHB). Our client, a wholesaler of pharmaceutical products, requires someone with exceptional skills to engage with customers and drive sales.Key Responsibilities:Conduct outbound calls to customers to promote products and servicesProvide...


  • Cape Town, Western Cape, South Africa Agrimark Operations Limited Full time

    Job Title: Logistics Operations ManagerAgrimark Operations Limited is seeking a highly motivated and experienced Logistics Operations Manager to join our dynamic team. As a key member of our operations team, you will be responsible for the overall management of our distribution centre, ensuring efficient and effective logistics operations.Main...


  • Cape Town, Western Cape, South Africa NCR Management Centre Full time

    We are seeking a highly skilled Senior Collections Specialist to join our team at the NCR Management Centre. As a key member of our Debt Collection department, you will be responsible for proactively contacting clients via telephone and in writing to drive collections.The ideal candidate will have at least 12 months of collection experience in a Call Centre...


  • Cape Town, Western Cape, South Africa Biodiversity Law Centre Biodiversity Law Centre Full time

    Job Opportunity at Biodiversity Law CentreThe Biodiversity Law Centre is seeking a highly skilled and experienced attorney to join its team in Cape Town. As a key member of the Centre's legal team, you will play a critical role in advancing the Centre's mission to protect and restore indigenous species and ecosystems in Southern Africa.Key...


  • Cape Town, Western Cape, South Africa Centre Recruit Consultants Full time

    Job SummaryWe are seeking a highly skilled Senior Medical Operations Manager to oversee the day-to-day operations of our Hair Clinic. The ideal candidate will have extensive experience in managing medical practices, with a strong focus on PRP treatments, hair implants, and hair loss solutions.About UsCentre Recruit Consultants is a dynamic recruitment agency...


  • Cape Town, Western Cape, South Africa JenRecruitment Full time

    A vacancy exists for an Inbound Client Contact Centre and Correspondence Administrator in our Client Contact Department. The contact centre is responsible for the inbound telephonic servicing of individual policyholders and brokers, aiming to provide a first call resolution experience while maintaining a high standard of customer service.Key...


  • Cape Town, Western Cape, South Africa Old Mutual Full time

    Unlock Your Potential in a Thriving CareerAt Old Mutual, we believe in harnessing the African opportunity and fostering a diverse talent pool that reflects this vision.Key Career BenefitsA comprehensive Adviser Academy Learning Programme will equip you to operate as a Personal Financial Adviser, providing a solid foundation for your career growth.During the...


  • Cape Town, Western Cape, South Africa Isilumko Staffing (JHB) Full time

    We are seeking a Contact Centre Agent to join our team at Isilumko Staffing (JHB) for a temporary relief position in the insurance industry.The selected candidate will be responsible for handling customer inquiries and providing support to clients in a high-pressure environment.The ideal candidate will possess:Grade 12 or equivalent qualificationAt least 1-2...


  • Cape Town, Western Cape, South Africa Centre Recruit Consultants Full time

    Centre Recruit Consultants is a leading financial services firm seeking an experienced Financial Manager to join our team in Cape Town.We offer a competitive salary of R550,000 - R650,000 per annum, depending on experience.About the Role:Job Summary: We are looking for a highly skilled Financial Manager to oversee our financial operations and ensure accurate...


  • Cape Town, Western Cape, South Africa CallForce Full time

    We are seeking a highly skilled HR Generalist to oversee insourced and outsourced staff deployed in the BPO/Contact Centre sector in Cape Town.The successful candidate should be able to build and maintain strong relationships with external clients and internal stakeholders to enable an optimal working environment.Key Responsibilities:Provide HR oversight and...


  • Cape Town, Western Cape, South Africa West Coast Personnel Full time

    About the Role:We are seeking a highly skilled and experienced Distribution Centre Manager to oversee the daily operations of our rapidly expanding distribution center.This is a new role, reflecting our company's growth and commitment to excellence in logistics and supply chain management.The ideal candidate will use their expertise to ensure smooth and...


  • Cape Town, Western Cape, South Africa Centre Recruit Consultants Full time

    Senior Transfer Secretary Job DescriptionWe are seeking a highly skilled and experienced Senior Conveyancing Secretary to join our team at Centre Recruit Consultants. The ideal candidate will have a strong background in conveyancing, particularly specializing in Development Transfers.Key Responsibilities:Development Transfer Transactions:Handle all aspects...