Divisional Manager

UNLIMITED; Umhlanga Rocks; On-site; ZAR 600,000 - 900,000; Full time

Job summary

UNLIMITED is seeking a Senior Operations Manager to drive day-to-day execution and performance of sales campaigns from its Umhlanga Rocks operations. You will bridge strategy and execution by managing people, monitoring KPIs, and collaborating with IT, QA, HR and Training to deliver client outcomes.

You will lead Team Leaders and agents, coach performance, support recruitment and onboarding, and provide clear operational reporting while upholding quality and compliance across campaigns.

Qualifications

• 3-5 years in a senior operations or campaign management role within a BPO or high-volume sales environment.
• Experience managing large frontline teams (150-300+ FTEs).
• Experience with international clients, USA-based preferred.
• Exposure to performance reporting, coaching, and operational risk management.

Responsibilities

• Oversee day-to-day campaign operations to meet KPIs and SLAs.
• Lead and coach Team Leaders and frontline agents to achieve objectives.
• Partner with Recruitment to align hiring with campaign needs and support onboarding.
• Collaborate with Training to address skills gaps and drive on-floor learning.
• Prepare and present operational insights and performance data to stakeholders.
• Ensure QA/compliance standards are upheld and drive continuous improvement.

Skills

Operational leadership

Workflow management

Data-driven decisions

Analytical thinking

Communication

Problem solving

Stakeholder management

Time management

Education

Business/Operations degree

Industry certifications

Job description

Purpose of the role

The Senior Operations Manager is responsible for the day-to-day execution and performance of assigned sales campaigns, ensuring alignment with strategic objectives defined by the Head of Sales Operations. This role bridges strategy and execution by managing people, driving performance, and collaborating cross-functionally with Recruitment, Training, QA, and IT to deliver against client and internal expectations.

Campaign Operations & Delivery

• Manage daily campaign operations, ensuring achievement of KPIs and compliance with SLAs.
• Execute campaign strategies and business plans in alignment with Head of Sales Ops.
• Collaborate with internal departments (IT, QA, HR, Training) to ensure seamless operations.
• Monitor performance dashboards, flag risks, and implement proactive solutions.

People & Performance Management

• Lead Team Leaders and agents in delivering campaign objectives.
• Monitor team and individual performance; initiate coaching and performance improvement plans as needed.
• Build a culture of high performance, energy, and accountability.
• Support development of high-potential talent and succession planning.

Recruitment & Onboarding Support

• Partner with Recruitment to align hiring with campaign needs.
• Participate in candidate screening and calibration sessions.
• Oversee onboarding processes to ensure operational readiness and speed to competency.

Training & Development

• Work with Training to identify skills gaps and provide operational input into training design.
• Reinforce learning on the floor and champion continuous learning.
• Provide post-training feedback and ensure the transfer of training into performance.

Client Engagement & Reporting

• Support Head of Sales Ops in preparing WBRs, MBRs, and QBRs.
• Deliver operational insights and performance data with clarity and confidence.
• Respond to client concerns professionally and implement feedback-driven improvements.

Quality Assurance & Compliance

• Work with QA to uphold quality and compliance standards.
• Conduct regular operational audits and implement corrective actions.
• Foster a culture of excellence and continuous improvement.

Qualifications / Education:

• Tertiary qualification in Business, Operations, or a related field (preferred).
• Relevant industry certifications (advantageous).

Work Experience:

• 3-5 years in a senior operations or campaign management role within a BPO or high-volume sales environment.
• Experience managing large frontline teams (150-300+ FTEs).
• Experience working with international clients, particularly USA-based.
• Exposure to performance reporting, coaching, and operational risk management.

Core Competencies:

• Operational leadership and floor management
• Execution-focused project and workflow management
• Performance optimization and coaching
• Strong analytical and data-driven decision-making
• Excellent communication and interpersonal skills
• Problem-solving and adaptability
• Stakeholder management
• Planning, organization, and time management

Personal Characteristics

• Resilient and performance-driven
• Calm under pressure; structured and composed
• Assertive, clear communicator with collaborative instincts
• Passionate about people development
• Proactive and open to feedback
• Leads by example; fosters energy and ownership
• Solution-oriented and highly dependable