Operations Manager | Johannesburg | Permanent

Edge Executive Search Group; Johannesburg; Sur place; ZAR 900 000 - 1 500 000; Plein temps

Résumé du poste

Edge Executive Search Group is seeking a seasoned Operations Manager to oversee and optimize large-scale call centre operations in a dynamic, digital environment. You will lead inbound, outbound, and blended teams, shaping strategies that meet SLAs and CX targets while driving continuous process improvements.

You will manage dialer configurations, multi-channel campaigns, and real-time analytics to maximize outreach effectiveness and recovery outcomes, while collaborating with BI, QA, and

Qualifications

• Minimum of 10 years' experience in operations management within a contact centre or digital environment.
• Proven ability to optimize workflows and resource planning.
• Excellent communication and client relationship skills.
• Strong leadership and people management skills.
• Experience managing digital collections and multi-channel campaigns.

Responsabilités

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, customer experience targets, and business objectives.
• Optimize workflow, resource allocation, capacity planning, and workforce scheduling.
• Drive continuous improvement in operational processes, controls, and service delivery.
• Ensure compliance with relevant regulations, company policies, data protection standards, and internal controls.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chatbot channels.
• Manage dialler configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards, reports, and operational metrics to identify trends, risks, and opportunities.
• Implement corrective actions for underperformance and recognize high performers.
• Partner with BI, Quality Assurance, and Training teams to improve agent capabilities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.
• Drive employee engagement, retention, and a high-performance culture.
• Oversee workforce management and performance review processes.
• Act as an escalation point for client issues and ensure effective resolution.
• Maintain strong client relationships through regular communication and performance reviews.

Connaissances

Leadership

People management

Analytics

Stakeholder management

Process optimization

Client relationship management

Outils

AVM

WhatsApp

Chatbot channels

Dialer systems

Multi-channel campaigns

Description du poste

Join a dynamic organization committed to excellence in customer service delivery, where your leadership can make a tangible impact on operational outcomes. Our client, a leading entity within the contact center and digital solutions space, is seeking a seasoned Operations Manager to oversee and optimize their extensive call center operations.

Duties:

• Lead daily operations across inbound, outbound, and blended call centre teams.
• Develop and implement operational strategies aligned with SLAs, KPIs, customer experience targets, and business objectives.
• Optimize workflow, resource allocation, capacity planning, and workforce scheduling.
• Drive continuous improvement in operational processes, controls, and service delivery.
• Ensure compliance with relevant regulations, company policies, data protection standards, and internal controls.
• Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chatbot channels.
• Manage dialler configuration, campaign segmentation, and strategy.
• Use real-time data to enhance outreach effectiveness and recovery outcomes.
• Analyze dashboards, reports, and operational metrics to identify trends, risks, and opportunities.
• Implement corrective actions for underperformance and recognize high performers.
• Partner with BI, Quality Assurance, and Training teams to improve agent capabilities.
• Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff.
• Drive employee engagement, retention, and a high-performance culture.
• Oversee workforce management and performance review processes.
• Act as an escalation point for client issues and ensure effective resolution.
• Maintain strong client relationships through regular communication and performance reviews.
• Collaborate with IT, HR, Training, Finance, and other stakeholders to align operations with organizational strategy.
• Identify operational risks, conduct root cause analysis, and implement mitigation strategies.

Requirements:

• Minimum of 10 years' experience in operations management within a contact centre or digital environment.
• Strong leadership and people management skills.
• Proven ability to optimize workflows and resource planning.
• Expertise in analytics, compliance, and stakeholder management.
• Experience managing digital collections and multi-channel campaigns.
• Ability to analyze operational data and implement improvement initiatives.
• Excellent communication and client relationship skills.

Nice to Have:

• Experience with AVM, WhatsApp, and chatbot channel management.
• Knowledge of call centre dialler systems and campaign segmentation.

What We'll Give You:

• An opportunity to lead a high-performing team within an established organization.
• A competitive salary package.
• The chance to influence operational excellence and customer outcomes at a strategic level.