Cape Town BPO Operations Leader

Ttecjobs; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

PTO

Wellness benefits

Healthcare benefits

Tuition reimbursement

Job summary

TTEC, a global leader in customer experience services, seeks an Operations Manager in Cape Town to lead a BPO delivery team and ensure service excellence for our clients.

You will coach and mentor, drive performance metrics, and coordinate training to meet SLAs while maintaining a positive work environment. A focus on data interpretation and collaboration with cross-functional teams is essential for success and career growth within TTEC.

Qualifications

• Experience leading a call center or service delivery team.
• Ability to translate data into actionable improvements.
• Strong coaching, mentoring and people leadership skills.

Responsibilities

• Lead and motivate the delivery team to meet client goals.
• Improve key metrics: Customer Satisfaction, SLA, Quality.
• Coach associates and coordinate training on processes and updates.
• Manage multiple tasks and ensure attendance and performance targets are met.

Skills

Call center management

Coaching & mentoring

Data interpretation

Team leadership

Customer focus

Job description

TTEC, a global leader in customer experience services, seeks an Operations Manager in Cape Town to lead a BPO delivery team and ensure service excellence for our clients.

You will coach and mentor, drive performance metrics, and coordinate training to meet SLAs while maintaining a positive work environment. A focus on data interpretation and collaboration with cross-functional teams is essential for success and career growth within TTEC.