Operations Manager

Sigma Connected Group; Wes-Kaap; On-site; ZAR 600,000 - 840,000; Full time

Benefits offered by this job

Medical Insurance

Shuttle services

Tree in Sigma Forest

Employee Assistance Program (EAP)

Nurse on-site

Job summary

Sigma Connected Group is seeking an exceptional Operations Manager to oversee a designated area within our Back Office operation in Diep River - Cape Town. You will drive efficiency, quality, and continuous improvement across high-performing teams in a fast-paced BPO environment.

Reporting to the Head of Department, you will lead teams delivering accurate, compliant services while ensuring stakeholder satisfaction and performance against business objectives.

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 KPIs.

Responsibilities

• Take ownership of team performance, ensuring consistency, engagement, and development.
• Lead and coach Assistant Operations Managers, Team Leaders and Agents.
• Ensure 80% of Team Leaders' day is spent coaching and supporting agents.
• Collaborate with HR to recruit Team Leaders and Advisors.
• Conduct regular 1-2-1s and foster a culture of training and development.
• Work with Quality to achieve quality metrics and customer satisfaction.

Skills

Leadership

Team Development

Stakeholder Management

Data Analysis

Performance Management

Tools

CRM Systems

Analytics Tools

Excel

Job description

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 ourOperations 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.

Join the Sigma Family.