Location: Johannesburg
Job Type: Full-Time
Overall Purpose of the Role
A leading South African business process outsourcing provider is seeking a highly experienced Operations Manager to lead and oversee multiple Contact Centre Managers within their offshore operations, specifically servicing the USA and UK markets. This strategic role is critical in driving performance, leading transformation initiatives, and ensuring exceptional customer experiences accross all engagement channels.
Key Responsibilities
Strategic Leadership
- Execute and refine the contact centre strategy to support business growth, customer transformation, and enhanced experiences
- Define long-term objectives, KPIs, and SLAs to ensure ongoing service improvement and customer satisfaction
- Drive digital transformation and omni-channel integration across operations
Operations Management
- Manage daily operations across all customer service channels including voice, email, live chat, social media, SMS, and self-service platforms
- Oversee workforce planning, forecasting, and scheduling to ensure optimal resource utilisation
- Leverage contact centre technologies, CRM platforms, and AI/chatbots to enhance efficiency
- Ensure compliance with all relevant regulations, data protection laws, and company policies
Customer Experience & Quality Assurance
- Improve key metrics such as CSAT, NPS, FCR, Interaction Ratios and other key performance indicators
- Lead and manage quality assurance programs across multiple channels
- Analyse customer feedback to identify service gaps and improvement opportunities
Team Leadership & Development
- Inspire and lead a team comprising Call Centre Managers, Team Leaders, and front-line agents
- Foster a high-performance culture through effective coaching, training, and mentoring
- Implement employee engagement and retention initiatives to build a motivated, stable workforce
Technology & Innovation
- Collaborate with IT and product teams to expand omni-channel and automation capabilities
- Utilise data analytics and AI tools for better decision-making and performance tracking
- Stay abreast of the latest trends in customer experience and contact centre technologies
Financial Management
- Develop and manage operational budgets and forecasts
- Implement cost-saving strategies while maintaining high service standards
Stakeholder Management
- Work cross-functionally with departments such as Sales, Marketing, IT, and Product to align service goals
- Provide performance reports and strategic updates to executive leadership
Experience & Qualifications
Experience:
- Minimum 10 years in BPO contact centre management
- At least 5 years in a mid to senior leadership role
- Proven experience in managing omni-channel or multi-channel operations
- Strong understanding of customer service and sales metrics, platforms, and technologies
Qualifications:
- Matric (Required)
- Tertiary qualification (Degree or Diploma) – Advantageous
- FAIS/RE qualification – Advantageous
Key Skills & Competencies
Skills:
- Strong leadership and people management
- Strategic and analytical thinking
- Excellent communication and interpersonal skills
- Expertise in customer journey mapping, Lean/Six Sigma, and change management
Competencies:
- Customer-Centric Mindset
- Digital Fluency
- Analytical Thinking
- Agility & Innovation
- Emotional Intelligence
- Stakeholder Influence
Ready to Make an Impact?
If you’re a forward-thinking leader with a passion for operations, customer service excellence, and global contact centre management — we’d love to hear from you.
Apply Now at info@tier1.co.za