Operations Manager: Client & SLA Excellence

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

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.