Operations Manager

Redial BPO; Johannesburg; On-site; ZAR 550,000 - 750,000; Full time

Benefits offered by this job

Leadership opportunities

Client management exposure

Career growth

Performance-driven culture

Job summary

Redial BPO in Johannesburg is seeking an experienced Operations Manager to lead daily operations, drive performance, and ensure exceptional service delivery in a fast-paced environment.

You will manage teams, optimize processes, monitor absenteeism and turnover, and report results to clients and senior management, with flexible evening shifts and a strong emphasis on leadership and analytics.

Qualifications

• Bachelor’s degree or equivalent experience (preferred).
• Advanced English (C1 or above).
• Proven experience in an operations manager or similar leadership role.
• Strong leadership, coaching, and team management skills.
• Experience managing KPIs and performance metrics.
• Proficiency in MS Office skills.

Responsibilities

• Measure operational results and drive performance.
• Review productivity reports and rankings.
• Present results to clients and senior management.
• Monitor strategies and action plans aligned with goals.
• Analyze absenteeism trends and turnover.
• Lead and coordinate operational work teams.
• Conduct second-level interviews for leadership roles.
• Report daily attendance to admin and management.
• Authorize disciplinary actions and staff absences to meet SLAs.

Skills

Leadership & team management

Analytical thinking

English proficiency

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

Location: Johannesburg | On-site.

Schedule: 1 pm – 7 am SAST, full-time | 45 hours/week | Flexible shifts as required.

About The Role

We are seeking an experienced Operations Manager to lead and oversee daily operations, drive performance, and ensure exceptional service delivery. This role is responsible for managing teams, optimizing processes, and achieving business and client objectives in a fast-paced environment.

Key Responsibilities

• Measure operational results and calculate weekly productivity incentives.
• Review and evaluate productivity reports and operational rankings.
• Present operational results to clients and senior management.
• Monitor and execute strategies and action plans aligned with performance results and established goals.
• Analyze absenteeism trends and employee turnover within assigned line(s) of business.
• Direct, organize, motivate, and coordinate operational work teams.
• Conduct second-level interviews in the recruitment process to approve or decline candidates for Team Lead or Operations Supervisor roles.
• Report daily operational attendance to the administrative team and management.
• Authorize disciplinary actions and staff absences, ensuring service levels and occupancy requirements are met.
• Report operational losses associated with employee terminations or resignations to the appropriate stakeholders.

Key Requirements

• Bachelor's degree or equivalent experience (preferred)
• Advanced English (C1 or above required)
• Proven experience in an operations manager or similar leadership role (preferred).
• Strong leadership, coaching, and team management skills
• Excellent analytical and problem-solving abilities
• Experience managing KPIs and performance metrics
• Proficiency in MS Office skills
• Ability to work flexible schedules based on business needs

Benefits

• Opportunity to lead high-performing teams in a dynamic environment
• Exposure to strategic decision-making and client management
• Career growth and leadership development opportunities
• Collaborative and performance-driven culture

Equality and Diversity

All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law