Customer Service Operations Manager

iContact BPO; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

iContact BPO is seeking an experienced and results-driven Customer Service Operations Manager to lead, manage, and optimise our customer service operations. The ideal candidate will have a strong background in contact centre operations, proven leadership capabilities, and a passion for driving operational efficiency, service excellence, and exceptional customer experiences.

This role requires more than three years in an operations leadership role and offers scope to shape performance culture,

Qualifications

• More than three years of experience in an Operations Manager or similar leadership role.
• Proven experience managing customer service or contact centre operations.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Strong understanding of operational performance management, KPIs, SLAs, and service delivery standards.
• Excellent leadership, communication, decision-making, and problem-solving skills.
• Proven ability to drive continuous improvement and manage complex operational challenges.
• Experience in coaching, performance management, and employee development.
• Strong analytical skills, with the ability to interpret operational data and translate insights into actionable strategies.

Responsibilities

• Oversee daily customer service operations and ensure efficient workflows.
• Monitor team performance against SLAs and KPIs, with corrective actions as needed.
• Develop strategies to enhance customer satisfaction and productivity.
• Lead, coach and mentor Team Leaders and agents for performance and development.
• Analyze operational data and report insights for senior management.
• Collaborate with cross-functional teams to optimise resources and processes.
• Identify challenges and implement sustainable solutions to improve service delivery.

Skills

Operational management

Performance management

Continuous improvement

Leadership

Reporting and analytics

Stakeholder collaboration

Problem solving

Job description

iContact BPO is seeking an experienced and results-driven Customer Service Operations Manager to lead, manage, and optimise our customer service operations. The ideal candidate will have a strong background in contact centre operations, proven leadership capabilities, and a passion for driving operational efficiency, service excellence, and exceptional customer experiences.

If you have more than three years of experience in an Operations Manager or similar leadership role and thrive in a performance-driven environment.

Key Responsibilities

• Operational Management: Oversee daily customer service operations, ensuring efficient workflows, effective resource utilisation, and adherence to operational standards.
• Performance Management: Monitor team performance against established targets, service-level agreements (SLAs), and key performance indicators (KPIs), implementing corrective actions where necessary.
• Continuous Improvement: Develop and implement strategies to enhance customer satisfaction, improve productivity, and drive operational efficiency.
• Leadership and Development: Lead, coach, and mentor Team Leaders and customer service agents to strengthen performance, accountability, and professional development.
• Reporting and Analysis: Analyse operational data, identify performance trends, and prepare accurate reports and insights for senior management to support informed decision-making.
• Stakeholder Collaboration: Work closely with cross-functional teams to optimise resources, streamline processes, and ensure alignment with business objectives.
• Problem-Solving: Identify operational challenges, address performance gaps, and implement sustainable solutions to improve service delivery and overall business performance.

Minimum Requirements and Qualifications

• More than three years of experience as a Customer Service Operations Manager or in a similar operational leadership role.
• Proven experience managing customer service or contact centre operations.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Strong understanding of operational performance management, KPIs, SLAs, and service delivery standards.
• Excellent leadership, communication, decision-making, and problem-solving skills.
• Proven ability to drive continuous improvement and manage complex operational challenges.
• Experience in coaching, performance management, and employee development.
• Strong analytical skills, with the ability to interpret operational data and translate insights into actionable strategies.