Cape Town Operations Manager - BPO Leader

TTEC; United States; Remote; USD 36,000 - 54,000; Full time

Benefits offered by this job

Paid time off

Wellness benefits

Tuition reimbursement

Job summary

TTEC in Cape Town seeks an experienced Operations Manager to lead and mentor a service delivery team, driving client-focused outcomes and a high-quality customer experience across all interactions.

You will monitor key metrics, coach associates, and coordinate training to meet client goals, while fostering a supportive environment and opportunities for career mobility. Join a global company that values diversity, inclusion, and ongoing development.

Qualifications

• Significant call center management or equivalent experience.
• Strong leadership, coaching and mentoring abilities.
• Ability to interpret and use data for reporting and improvement.

Responsibilities

• Lead and coach the service delivery team to meet client goals and maintain quality customer experience.
• Answer associate questions and escalations while ensuring high service standards.
• Drive and monitor key metrics (CSAT, SLA, quality) and support training and process improvements.

Skills

Call center management

People leadership

Customer focus

Data analysis

Job description

TTEC in Cape Town seeks an experienced Operations Manager to lead and mentor a service delivery team, driving client-focused outcomes and a high-quality customer experience across all interactions.

You will monitor key metrics, coach associates, and coordinate training to meet client goals, while fostering a supportive environment and opportunities for career mobility. Join a global company that values diversity, inclusion, and ongoing development.