Back-Office Operations Leader — Drive Excellence & Growth

Sigma Connected Group; Wes-Kaap; On-site; ZAR 600,000 - 840,000; Full time

Benefits offered by this job

Medical Insurance

Shuttle services

Tree in Sigma Forest

Employee Assistance Program (EAP)

Nurse on-site

Job summary

Sigma Connected Group is seeking an exceptional Operations Manager to oversee a designated area within our Back Office operation in Diep River - Cape Town. You will drive efficiency, quality, and continuous improvement across high-performing teams in a fast-paced BPO environment.

Reporting to the Head of Department, you will lead teams delivering accurate, compliant services while ensuring stakeholder satisfaction and performance against business objectives.

Qualifications

• Minimum 3 years' experience in an Operations Manager role within a BPO, contact centre in a Back-office environment.
• Proven experience leading multiple workstreams, departments or customer operations simultaneously.
• Demonstrated experience managing Team Leaders and large operational teams to achieve KPIs.

Responsibilities

• Take ownership of team performance, ensuring consistency, engagement, and development.
• Lead and coach Assistant Operations Managers, Team Leaders and Agents.
• Ensure 80% of Team Leaders' day is spent coaching and supporting agents.
• Collaborate with HR to recruit Team Leaders and Advisors.
• Conduct regular 1-2-1s and foster a culture of training and development.
• Work with Quality to achieve quality metrics and customer satisfaction.

Skills

Leadership

Team Development

Stakeholder Management

Data Analysis

Performance Management

Tools

CRM Systems

Analytics Tools

Excel

Job description

Sigma Connected Group is seeking an exceptional Operations Manager to oversee a designated area within our Back Office operation in Diep River - Cape Town. You will drive efficiency, quality, and continuous improvement across high-performing teams in a fast-paced BPO environment.

Reporting to the Head of Department, you will lead teams delivering accurate, compliant services while ensuring stakeholder satisfaction and performance against business objectives.