Operations Manager II

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

Job summary

A leading BPO provider based in Cape Town is seeking an Operations Manager II to supervise operations managers and team leaders. The successful candidate will focus on maintaining and growing revenue, ensuring compliance with client agreements, and fostering positive client relationships. This role requires strong team coaching abilities and a minimum of 5 years in operations management. The role is office-based with flexibility required for varying schedules.

Qualifications

• 5 years of operations management experience required.
• 2 years of experience in a senior operations management role or equivalent.
• BPO experience is essential.
• Ability to work US hours.
• Experience in travel and retail is beneficial.

Responsibilities

• Manage and supervise operations managers and team leaders.
• Maintain and grow revenue while ensuring profitability.
• Ensure compliance with client service level agreements.
• Conduct regular performance reviews with direct reports.
• Create a positive work environment through employee engagement.

Skills

Process analysis and improvement

Team coaching and development

Flexibility and adaptability

Client relationship management

Employee engagement

Job description

Job title: Operations Manager II

Job Location: Western Cape, Cape Town

Deadline: January 24, 2026

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Job Description

• The Operations Manager II is responsible for coaching and supervising a group of Operations Managers and / or Team Leaders. This position is responsible for building and maintaining client relationships, meeting service level agreements and achieving financial expectations.

Essential Functions / Core Responsibilities

• Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization and retention
• Ensures program has proficient training, staff development, and effective employee relation / recognition programs
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Ensure that the operations is in compliance with active contracts
• Oversee client relationships; facilitate open communications, understand client perspectives / expectations, and monitor client satisfaction
• Partnering with Business Development to leverage and expand new business from client(s)
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their teams and offer on-going developmental support
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. and partner to define action plans that resolve issues and drive continuous improvement
• Maintain relationships with strategic vendors in order to facilitate open communications, understand changing technologies and stay abreast of industry trends
• Participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows, industry events, and related activities
• Host Business reviews on regular basis, communicate the overall objectives within common reports (service reports and Operational Efficiency Reports), ensure that customer, operational and capacity requirements are addressed (i.e. Telecommunications, Information Technology, Legal, HR, Finance, Facilities), hold weekly meetings with all functional leaders and direct reports reviewing site operations, needs, and upcoming event

Candidate Profile

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish specific goals
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to implement Change; flexibility to quickly adapt to changing business needs
• 5 Years Operations Managers Experience
• 2 Years Senior Operations Managers Experience or similar role
• US working hours adaptability - Essential
• BPO Experience - Essential
• Willingness to work a flexible schedule & ability to rotate 24 / 7
• Travel & Retail Experience - Beneficial
• 100% Office Based role
• Willingness to work a flexible schedule
• Administrative / Management jobs