Operations Manager

Sigma Connected Group; Cape Town; Presencial; ZAR 900.000 - 1.200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Insurance

Shuttle Service to Work

Food Trucks and Snacks on Site

Beauty Parlor on Site

Nurse on-site

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

People leadership

Team development

Stakeholder management

Data-driven decisions

Coaching

Performance management

Descripción del empleo

What being part of the Sigma Family means for you

Operations Manager

Diep River - Cape Town (Office Based)

Lead Teams. Streamline Operations. Deliver Excellence.

Sigma is seeking an exceptional Operations Manager to oversee a designated area within our Back Office operation. You'll ensure the efficient delivery of operational processes, drive productivity and quality standards, and foster a culture of continuous improvement across high-performing teams.

Reporting directly to the Head of Department, you’ll lead teams responsible for delivering accurate, compliant, and timely back-office services, while ensuring operational excellence, stakeholder satisfaction, and performance against key business objectives in a fast-paced BPO environment. Your leadership will directly influence operational efficiency, employee engagement, and client success within our award-winning business.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you’ll get

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly, and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits – Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like

As our Operations Manager, you’ll take ownership of your team’s performance, ensuring consistency, engagement, and development while driving operational success.

You’ll:

• 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.
• Actively support team development, driving better performance, engagement, and retention.
• Provide leadership, coaching, and development for Assistant Operational Managers, Team Leaders, and Agents.
• Ensure Team Leaders dedicate 80% of their day to supporting and coaching their agents.
• Be accountable for Assistant Operations Manager and Team Leader performance.
• Work with HR and Recruitment to drive the recruitment and selection of Team Leaders and Advisors.
• Carry out regular 1-2-1s, embedding a culture of training and development, identifying actions, and working with trainers to build skills and knowledge effectively.
• Develop a coaching culture, ensuring agents receive timely and effective feedback from the Quality team.
• Collaborate with the Quality team to achieve and maintain quality metrics.
• Ensure effective and consistent communication across the team, encouraging feedback and customer insight to enhance the customer experience.

What amazing People will bring to the role

Who We're Looking For

As our Operations Manager, you'll lead complex customer operations, drive performance through structured governance and data-led decision-making, and develop high-performing teams while maintaining exceptional customer outcomes, quality standards, and stakeholder confidence.

You’ll ideally bring:

• 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.
• Demonstrated experience managing complex back-office operations where quality, risk mitigation, customer outcomes and stakeholder confidence are equally important as productivity performance.
• Strong stakeholder management experience, including interaction with clients, senior leaders and support functions.
• Proven ability to manage operational risk, escalations, backlog recovery plans and performance improvement initiatives.
• Experience driving performance through data analysis, reporting, governance frameworks and structured action planning.
• Advanced understanding of people management, employee relations, coaching and performance management processes.

Why This Role

This isn't just another operations role. It's an opportunity to lead large-scale customer operations, influence business performance through strategic leadership, build strong stakeholder partnerships, and develop future leaders within a dynamic and growing organisation.

If you're ready to take ownership, drive operational excellence, and deliver meaningful business impact, we'd love to hear from you.