Operations Manager - Customer Service
On-siteGardens, Western Cape, South Africa
Job Summary
Drive day-to-day operational execution to consistently meet contractual SLAs and KPIs while holding Team Leaders accountable for daily, weekly, and monthly performance targets. Oversee real-time queue management, conduct process capability audits to eliminate bottlenecks, and champion automation opportunities to optimize cost-per-contact. Optimize staffing schedules against forecasted volumes to minimize shrinkage and manage operational budgets strictly. Own the CSAT/NPS loop, analyze feedback trends, and act as the ultimate escalation point for high-risk customer complaints. Cultivate a high-performance culture, oversee training pipelines, and partner with HR on recruitment and performance interventions. Deliver robust operational reporting to Senior Management and execute ad-hoc strategic projects as dictated by shifting business needs.
Required Qualifications
- Minimum 6 years of experience in the Travel Industry / Call Center Operations
- At least 4 years in a distinct Senior Management / Operations Manager role within a high-volume BPO or contact centre environment
- GDS proficient—Amadeus expertise (including a deep understanding and implementation of complex fare rules)
- Proficient in MS Excel and the broader MS Office / GSuite ecosystems
- Demonstrated experience in Workforce Management (WFM), capacity planning, and managing real-time queue dynamics
- Track record of leading large-scale process migrations, automation projects, or tech implementation within a travel operations framework
- Robust experience in performance management, conflict resolution, and employee relations
- Grade 12
- High Level of Urgency: Operates effectively under pressure in a fast-paced environment
- Decisiveness: Ability to make sound commercial decisions quickly based on data points
- Change Resilience: Highly adaptable, emotionally intelligent, and capable of guiding teams through ambiguity
- Detail Orientation: Uncompromising commitment to accuracy, data integrity, and policy compliance
- Assertive Collaboration: Comfortably challenges the status quo while maintaining strong, collaborative stakeholder relationships
- Must be available for weekend shifts
- (This role is based in Gardens, Cape Town (South Africa))
Desired Qualifications
- a relevant Tertiary Qualification (Commerce, Business Management, or Operations) is highly advantageous
- Continuous Improvement: Familiarity with process improvement methodologies (e.g., Lean, Six Sigma, COPC standards) is highly valued
- People Leadership: Advanced capability in performance coaching, progressive discipline, and remote team management
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