Operations Leader - Back Office Cape Town

Sigma Connected Group; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Medical Insurance

Shuttle Service to Work

Food Trucks and Snacks on Site

Beauty Parlor on Site

Nurse on-site

Job summary

Sigma Connected Group in Cape Town, Diep River, is seeking an Operations Manager to oversee a designated back-office area and drive operational excellence. You’ll lead teams, ensure effective governance, and deliver high-quality services in a fast-paced BPO environment.

You will report to the Head of Department and be responsible for engagement, coaching, recruitment coordination, and collaboration with Quality to meet client KPIs.

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 service, quality, productivity and client KPIs.

Responsibilities

• As our Operations Manager, take ownership of your team’s performance, ensuring consistency, engagement, and development while driving operational success.
• Lead and develop the team to ensure consistency in performance, stability, and succession planning.
• Be accountable for engagement and retention, ensuring attrition and absenteeism targets are met.
• Provide leadership, coaching, and development for Assistant Operational Managers, Team Leaders, and Agents.
• Collaborate with HR and Recruitment to drive the recruitment and selection of Team Leaders and Advisors.
• Develop a coaching culture, ensuring agents receive timely and effective feedback from the Quality team.

Skills

People leadership

Team development

Stakeholder management

Data-driven decisions

Coaching

Performance management

Job description

Sigma Connected Group in Cape Town, Diep River, is seeking an Operations Manager to oversee a designated back-office area and drive operational excellence. You’ll lead teams, ensure effective governance, and deliver high-quality services in a fast-paced BPO environment.

You will report to the Head of Department and be responsible for engagement, coaching, recruitment coordination, and collaboration with Quality to meet client KPIs.