After Hours Operations Manager

Liham Consulting Pty (Ltd); Johannesburg; Hybrid; ZAR 540,000 - 900,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary

Job summary

Liham Consulting Pty (Ltd) in Gauteng seeks an After Hours Operations Manager to lead a busy BPO/Call Centre team.

You will drive service levels, oversee reporting to senior management, and promote adoption of Sabre, Amadeus, JIRA, and related tools.

A Diploma and 5+ years in team management are required; a hybrid work model offers balance and growth opportunities.

Qualifications

• Diploma or equivalent required.
• Minimum 5 years managing a team.
• 5–10 years in customer service or BPO/call centre management.
• Strong leadership, coaching, and team development.
• Proficiency in analysis, management, and MS Office.
• Knowledge of RPE systems and process optimization.
• Familiarity with call management and reporting systems.
• Understanding Labour Law Act related to rostering.

Responsibilities

• Ensure team meets SLA, manages calls, and identifies training needs.
• Oversee timely submission of reports to senior management and the board.
• Promote adoption of Sabre, Amadeus, RappUp, AGM, JIRA, OBTs, and Papertrail.
• Manage transaction processing, standby and overtime hours, and policy compliance.
• Oversee onboarding, offboarding, recruitment, and continuous upskilling.
• Monitor work quality and reporting accuracy, ensuring compliance and efficiency.
• Keep rosters updated in line with Labour Law Act guidelines.
• Prepare and present quarterly reviews and insights for senior management.
• Drive technological adoption and process improvements.
• Manage all requests and escalations efficiently, mitigate losses.
• Support staff transitions with structured training plans.

Skills

Leadership

Coaching

Team development

Analysis

Management

Microsoft Office

Education

Diploma or equivalent

Tools

Amadeus

Sabre

RappUp

AGM

JIRA

OBT's

Papertrail

Job description

Are you someone who thrives in a team-oriented environment where collaboration and efficiency are at the heart of daily operations? Join a dynamic organization in the BPO/ Call Centre and Customer Services industry that values resilience, leadership, and continuous improvement. Our client, a well-established company committed to operational excellence, is looking for a dedicated After Hours Operations Manager to lead their Gauteng-based team.

Duties:

• Ensure team achieves and maintains agreed SLA’s, manages calls, and identifies training needs.

• Oversee timely submission of reports, including division, quarterly board, and management reports.

• Promote and ensure 100% adoption of systems such as Sabre, Amadeus, RappUp, AGM, JIRA, OBT's, and Papertrail.

• Manage transaction processing, standby and overtime hours, and policy compliance.

• Oversee onboarding, offboarding, recruitment, and continuous team upskilling.

• Monitor and measure work quality and outputs, ensuring compliance and efficiency.

• Keep team rosters updated in line with Labour Law Act guidelines.

• Prepare and present quarterly reviews, insights, and analysis for senior management and the board.

• Drive technological adoption and process improvements.

• Manage all requests and escalations efficiently, ensure accurate reporting, and mitigate financial losses.

• Support staff transitions with structured plans and training, ensuring a resilient team environment.

Requirements:

• Must have a Diploma or Equivalent (Non - Negotiable)

• Must have a minimum of 5 years managing a team

• 5 to 10 years of relevant experience in Customer Service or BPO/ Contact Centre management.

• Strong leadership, coaching, and team development skills.

• Proficiency in Analysis, Management, and Microsoft Office tools.

• Knowledge of RPE systems and process optimization.

• Familiarity with call management and reporting systems.

• Understanding of Labour Law Act related to team scheduling and rostering.

Nice to Have:

• Experience with Amadeus, Sabre, RappUp, AGM, JIRA, OBT's, and Papertrail.

Benefits:

• Opportunity to lead a resilient team in a forward-thinking environment.

• Hybrid work model supporting work-life balance.

• Competitive salary package (negotiable) with potential for growth.