Operations Manager
On-site · Cape Town, Western Cape, South Africa
Job Summary
Operations Manager responsible for planning, coordinating, and directing service delivery for multiple clients; leads about 8 team managers to achieve client satisfaction, quality, and profitability across KPI targets, with accountability for recruitment, performance reviews, employee engagement, and cross-functional collaboration. Drives financial oversight (budgets, forecasts, costs, invoicing), ensures adherence to Global Operating Standards, and develops staff through training and mentoring while maintaining strong client relationships and effective SLA management.
Required Qualifications
- 3–5 years in a BPO/contact center operations manager role
- Excellent communication skills in English
- Analytical skills
- Strong leadership skills with ability to manage multiple teams and large group of people
- Performance management skills
- Client management skills
- Strong interpersonal/communications skills
- Must be resilient and action orientated to address performance shortfalls
- People management skills
- Pro-active thinker - Always staying ahead
- Maintaining professionalism with all parties and stakeholders
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