Operations Manager

Telebest; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A leading BPO services provider in Cape Town seeks a dynamic Operations Manager to drive customer delight programs and exceed performance metrics. With 2-3 years in BPO operations, exceptional leadership, and a strategic mindset, you will manage operations while ensuring high customer satisfaction. Preferred certification includes Lean Six Sigma Green Belt, emphasizing performance improvement and operational excellence.

Qualifications

• Minimum of 2-3 years in BPO operations with a focus on call center management.
• Proven track record in operational delivery and change management.
• Advanced proficiency in data analysis and statistical process control.

Responsibilities

• Develop and execute innovative customer delight programs.
• Strategically plan operations to meet organizational goals.
• Consistently exceed BPO metrics.

Skills

BPO operations expertise

Call center management

Financial sector experience

Data analysis

Operational process management

Job description

Education and Preferred Experience

• Possess a minimum of 2-3 years of remarkable experience in BPO operations, showcasing exceptional expertise in call center management.
• Possess financial sector experience.
• Demonstrate an in-depth understanding of BPO / contact center operations, competition, and market trends.
• Showcase a proven track record in operational delivery, operational process management, change management, and administrative leadership roles.
• Exhibit familiarity with diverse business functions and operations best practices, encompassing voice, chat, email, back-office, workforce management, training, quality, resourcing, customer service, and sales.
• Possess advanced proficiency in data analysis, statistical process control, and leading cross‑functional teams to deliver exceptional results, including budgeting, financial control mechanisms and delivery on Revenue targets.
• Assume responsibility for a wide spectrum of operations and P&L responsibilities, skillfully multitasking across multiple business operations.
• Conduct comprehensive and effective weekly, monthly, and quarterly business reviews, facilitating informed decision‑making.
• Drive a culture of continuous improvement and innovation, championing initiatives that enhance quality and elevate customer satisfaction. Preferred certification as a Lean Six Sigma Green Belt

Responsibilities

• Develop, manage, and execute innovative customer delight programs to elevate the overall customer experience.
• Strategically plan and execute operations to accomplish the organization's goals and objectives.
• Exceed BPO metrics consistently
• Proactively anticipate market conditions and introduce groundbreaking approaches to stay at the frontier of the industry.
• Possess a strategic customer service excellence mindset, leveraging excellent persuasion skills to drive business growth
• Demonstrate exceptional flexibility and confidence, seamlessly navigating a fast‑paced and dynamic environment.