Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa CXI Full time R80 000 - R120 000 per year

At CX-International, we deliver reliable solutions and outstanding client support through our contact centre operations. We are looking for an Operations Manager who will be responsible for leading the day-to-day performance, service delivery, and operational excellence of the contact centre within the utilities and energy environment.

This role involves leading a team of highly motivated and results-driven Team Leaders, focusing on achieving key performance indicators (KPIs), optimising efficiencies, and fostering strong client-centric engagement and performance.

Responsibilities:

  • Lead day-to-day contact centre operations, overseeing inbound/outbound service, billing, collections, technical support, and complaints handling.

  • Develop and implement customer service strategies, policies, procedures, and operating plans to meet organisational and regulatory requirements.

  • Set and manage service targets and KPIs, ensuring accurate performance measurement, reporting, and continuous improvement.

  • Forecast, plan, and manage staffing levels, schedules, and resource allocation in partnership with workforce management.

  • Ensure compliance, risk management, and data integrity, including secure handling of customer financial information.

  • Drive team leadership, coaching, motivation, and development, including identifying skill gaps, implementing training plans, and supporting career progression.

  • Promote a high-performance, self-managed team culture, providing purpose, vision, and recognition for achievements.

  • Champion continuous improvement, identifying opportunities to enhance processes, technology, and overall customer experience.

  • Manage stakeholder relationships, acting as an ambassador in operational, project, and client meetings and collaborating with cross-functional teams.

  • Apply strong analytical, organisational, and commercial skills to make data-driven decisions, optimise resources, and support strategic business goals.

Qualifications & Experience:

  • Matric
  • Clear credit and criminal record
  • Excellent communication skills – Written and Verbal
  • Proficient in MS Office,
  • Minimum 2 years experience on an international contact centre campaign (UK energy market is advantageous)
  • 3 years' experience in an Operations Manager role. (essential).
  • Intermediate level of data analysis skills
  • Knowledge and experience in managing contact centre compliance
  • Process Management, competent in optimising, monitoring and controlling business processes.
  • Solid level of gathering management information and processing compliantly
  • Proficient in collecting management information and ensuring compliant data processing
  • Proven track record of meeting targets and service level agreements.
  • HR Process Knowledge

Benefits:

  • Medical Aid fully covered for main member

Monday - Friday (No Weekends)

Your working hours are aligned to UK business hours and are subject to change, in line with UK Daylight Saving Time (i.e. April to October from
09h30 to 18h30
and November to March from
10h30 to 19h30
).

Location: Bellville, Cape Town

We're committed to Employment Equity and will give preference to candidates from designated groups, as guided by the Employment Equity Act.

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