General Manager: Client Operations

Believe Resourcing; Durban; On-site; ZAR 600,000 - 750,000; Full time

Job summary

A leading global player in contact centre solutions seeks a General Manager of Client Operations in Durban. This role involves overseeing the end-to-end performance across multiple international clients, ensuring that operational excellence and client satisfaction are consistently met. Candidates with a strong background in BPO operations and leadership are encouraged to apply.

Benefits

Professional development opportunities

Strategic leadership accountability

Global client interaction

Qualifications

• 5+ years in a senior operational role in a BPO/GBS environment.
• Proven ability to develop and execute performance improvement strategies.
• Strong analytical and strategic thinking skills.

Responsibilities

• Oversee daily operations ensuring client KPIs and SLAs are achieved.
• Lead a team of agents and managers to drive operational success.
• Collaborate with cross-functional teams for operational enhancements.

Skills

Client engagement

Relationship management

Analytical thinking

Strategic thinking

Problem-solving

Stakeholder management

Team leadership

Education

Tertiary qualification

Job description

General Manager – Client Operations

Location: Umhlanga, DurbanSalary: R80,000.00 - R110,000.00 per monthEmployment Type: Full-Time

About the Client

Our client is a leading global player in contact centre solutions, renowned for delivering exceptional customer experiences across diverse industry verticals. With a strong focus on innovation, efficiency, and collaboration, they empower businesses to meet and exceed their operational goals through cutting-edge strategies and high-performance teams.

About the Role

Our client is seeking a results-driven General Manager of Operations to oversee the end-to-end operational performance for multiple international clients. This leadership role ensures that all client KPIs and SLAs are met while managing a high-performance contact centre team in a BPO environment.

Why Join Them?

• Strategic Leadership: Take full accountability for client success and operational excellence.
• Global Client Base: Work with international clients in a high-growth business.
• Professional Development: Lead a dynamic team and drive key performance improvements.

Key Responsibilities

• Oversee daily operations, ensuring all client KPIs and SLAs are achieved.
• Lead a team of agents, team leaders, and campaign managers to drive operational success.
• Analyse performance metrics, implementing improvement initiatives to optimise efficiency.
• Collaborate with cross-functional teams for operational enhancements and issue resolution.
• Lead all weekly, monthly, and quarterly business reviews with internal teams and clients.
• Foster a high-performance work environment, encouraging team development and engagement.

Requirements

• Matric (Tertiary qualification preferred).
• 5+ years in a senior operational role in a BPO/GBS environment.
• Strong client engagement and relationship management experience.
• Proven ability to develop and execute performance improvement strategies.
• Strong analytical and strategic thinking to enhance operational efficiencies.
• Excellent problem-solving and stakeholder management abilities.
• Ability to manage compliance and mitigate operational risks.
• Strong team leadership and ability to drive high performance and results.