Operations Manager BPO

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

Operations Manager - Cape Town

As an Operations Manager / Service Delivery Manager working in Cape Town, you'll be a part of bringing humanity to business. #experienceTTEC

What You'll be Doing

Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals.

You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.

We're looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You'll

• Improve the key success metrics associated with goals. These include:
  • Customer Satisfaction Score
  • Service Level Goals
  • Quality Goals
• Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
• Bring your time management and organizational skills to manage multiple, complex, on- going tasks and projects while monitoring absence and attendance of your team

What You Bring to the Role

• Significant Call center management or equivalent work experience
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes… a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

About TTEC

Our TTEC is a leading global consulting, technology and managed services company focused on delivering solutions at the intersection of data, AI, and customer experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vista points and for you to bring value to the table in your own unique way.

#LI-onsite

Title: Operations Manager BPO

Location: ZA-Western Cape-Cape Town

Requisition ID: 04F1N

Other Locations: South Africa