Operations Manager

1 day ago

Remote, South Africa Zappy Full time R80 000 - R150 000 per year

Location: Remote (with flexibility for overlapping U.S. business hours)

About the Role

Zappy BPO is seeking a seasoned Operations Manager to oversee day-to-day delivery for one of our key technology clients. The ideal candidate will be a hands-on leader with experience managing customer experience teams in a fast-paced environment. This person will serve as the operational backbone; driving team performance, ensuring SLA adherence, resolving escalations, and coaching a growing team of support professionals to deliver world-class service.

Key ResponsibilitiesTeam Leadership & Performance ManagementManage a team of customer experience associates handling multi-channel (chat, email, voice) supportConduct weekly performance reviews, 1:1 coaching, and skill development sessionsTrack and report KPIs such as CSAT, response time, resolution rate, and backlog health
 Escalation & Incident ManagementAct as the point of escalation for complex or high-priority ticketsCoordinate cross-functionally to ensure timely and accurate resolutionIdentify recurring issues and partner with client-side stakeholders to address root causes
 Process Optimization & Quality AssuranceDevelop and refine SOPs to ensure consistent handling of customer issuesLead regular quality audits and calibration sessions to maintain service excellenceImplement workflow and CRM improvements to streamline case management and reduce handling time
 Training & DevelopmentDesign and deliver ongoing product and process training for new and existing team membersPartner with internal QA and training teams to update documentation and learning materials as the client's product evolves
 Operational Reporting & Stakeholder ManagementDeliver weekly and monthly performance reports highlighting insights, risks, and opportunities for improvementCollaborate with client-side operations leaders to forecast staffing needs and align resources with volume trendsDrive initiatives that improve retention, engagement, and productivity across the support organizationQualifications5+ years of experience managing customer support or BPO operations teams (preferably in a SaaS, fintech, or consumer tech environment)Exceptional spoken and written English; comfortable holding conversations over the phone and zoomProven success managing remote or distributed teamsStrong knowledge of CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)Excellent communication, data interpretation, and stakeholder management skills.Experience with process optimization, QA frameworks, and escalation handling.Ability to thrive in a dynamic, growth-oriented client environment.Preferred AttributesExperience supporting technology or marketplace clients with high transaction volumesFamiliarity with setting up new accounts, managing client SLAs, and building training programs from the ground upA proactive, analytical mindset with a passion for coaching and continuous improvement

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