Operations Manager

Concentrix; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Benefits offered by this job

Pension plans

Medical aid

32 days annual leave

ESPP

Job summary

Concentrix South Africa is seeking an Operations Manager to lead a team of Team Leaders in a fast-paced, client-facing operation in Cape Town. You will drive performance against SLAs, coach leaders, manage budgets, and partner with support functions to deliver strong client outcomes.

The role requires 2-3 years in relevant roles with 2+ years in management, plus strong data analysis and stakeholder engagement skills.

Qualifications

• 2-3 years in relevant roles, including 2+ years in management, preferably in BPO or contact centers.
• Proven skills in mentoring and developing leaders, managing performance via action plans.
• Strong data analysis capabilities; able to interpret trends to improve processes.
• Proficient with operational reports and performance metrics; Excel/Microsoft Office skills preferred.
• Excellent written and verbal communication; able to present to stakeholders and lead client interactions confidently.

Responsibilities

• Operational Excellence: Manage and maintain all Client SLAs and KPIs; monitor attendance, attrition, and scorecards; implement corrective actions.
• Client Relationship Management: Act as the main bridge between account, support functions, and client; lead reviews and resolve concerns.
• Team Leadership & Development: Lead, coach, and develop a team of Team Leaders; recruit, train, and mentor staff.
• Cross-Functional Collaboration: Partner with WFM, Finance, HR, and Quality to align delivery with strategy.
• Financial & Resource Oversight: Drive forecasts, budgets, and staffing plans; balance service delivery with cost control.
• Culture & Compliance: Promote best practices; nurture an inclusive work environment and resolve employee relations matters.

Job description

Job Title: Operations Manager

Job Description Concentrix is looking for a dynamic Operations Manager I who would be responsible for leading, coaching, and developing a team of Team Leaders across a fast-paced, client-facing operation. This role is accountable for delivering against Client Service Level Agreements, people metrics, operational performance targets, and financial expectations. The successful candidate will play a key role in client relationship management, performance reporting, stakeholder engagement, and driving continuous improvement across the account. This is a highly analytical, data-driven, and client-facing role that requires someone who can confidently manage internal and external stakeholders, interpret performance trends, and proactively address business challenges

What you will be doing:

• Operational Excellence: Manage and maintain all Client SLAs and KPIs. Monitor performance metrics (e.g., attendance, attrition, scorecards) to proactively identify trends, risks, or gaps, implementing data-driven corrective actions to ensure consistent delivery against business and client expectations.
• Client Relationship Management: Act as the primary bridge between the account, support functions, and the client. Lead regular performance and business reviews, present insights confidently, and professionally resolve concerns to maintain credibility and service excellence in a demanding environment.
• Team Leadership & Development: Lead, coach, and develop a team of Team Leaders through consistent one-on-ones and performance management. Recruit, train, and mentor staff in compliance with company policy, fostering a high-performance culture defined by accountability and engagement.
• Cross-Functional Collaboration: Partner with support teams—including WFM, Finance, HR, and Quality—to align operational delivery with business strategy. Participate in cross-functional forums to troubleshoot challenges, drive process improvements, and ensure unified execution.
• Financial & Resource Oversight: Drive commercial performance by managing forecasts, budgets, and staffing plans. Balance service delivery and cost control by accurately overseeing billable hours and resource requirements to meet both short- and long-term goals.
• Culture & Compliance: Promote operational best practices and company standards through visible leadership. Foster a positive, inclusive work environment while ensuring consistent resolution of employee relations matters and driving a culture of ownership.

What you will need:

2-3 years in relevant roles, including 2+ years in management, preferably in BPO or contact centers; client-facing operations experience is a plus. Proven skills in mentoring and developing leaders, managing performance through structured action plans, and leading teams in fast-paced environments. Strong data analysis capabilities; adept at interpreting trends to enhance processes. Proficient with operational reports and performance metrics; strong Excel/Microsoft Office skills preferred. Excellent written and verbal skills; able to present effectively to stakeholders and lead client interactions confidently. Strong relationship-building with clients and support teams. Effective under pressure; strong organizational skills in deadline-driven environments; flexible schedule to meet business and client needs

Unlock a World of Benefits with Concentrix!

Join the Concentrix family and enjoy an array of incredible benefits designed to enhance your lifestyle and secure your future:

Great on-site amenities such as, cafeteria area, coffee shop, modern facilities to relax or socialize with colleagues Comprehensive Pension Plans: Secure your future with our defined contribution pension plans, generously supported by Concentrix to build your retirement savings. Medical aid or an option to choose medical insurance. 32 days of annual leave. Employee Assistance Program (EAP): Get confidential support for emotional, financial, and legal matters, available 24/7. Group Life Assurance: Enjoy peace of mind with automatic life cover from day one, ensuring financial protection for your loved ones. Employee Stock Purchase Plan (ESPP): Invest in your future by purchasing Concentrix stock at a discounted rate through payroll deductions. At Concentrix, we are committed to helping our people build rewarding careers. We offer learnerships, professional development programs, and ongoing learning opportunities designed to support your growth. With many opportunities to progress within the business.

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer.

Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affiantive Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: ZAF Cape Town - 18 Main Rd, Claremont, Cape Town, 7708

Language Requirements: Time Type: Full time Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.