Operations Sr Manager - Ride Sharing App

TELUS Digital; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

TELUS Digital in Cape Town is seeking a Senior Operations leader to oversee large-scale contact center operations and drive performance across multiple client programs.

You will manage Team Leaders and indirect reports, optimize staffing, and ensure 24/7 coverage while delivering against key KPIs. The role emphasizes change management, data-driven decisions, and stakeholder engagement in a fast-paced environment.

Qualifications

• 5+ years in BPO / contact center ops.
• 2+ years in Senior Ops Manager or equivalent.
• Experience leading large-scale ops (300+ FTE).
• Experience managing multiple LOBs / client programs.
• Managing Team Leaders and indirect reports.
• Strong WFM, staffing, capacity planning, forecasting, shrinkage, productivity.
• Experience managing cost, revenue, margin, overtime, staffing efficiency.
• Client-facing ops and senior stakeholder management.
• Recovery plans for underperforming KPIs.
• Analytical skills translating data into actions.
• Change management and operational transformation.
• Strong written and verbal communication.
• Able to work in 24/7 contact-center environments; flexible shifts.
• KPIs: CSAT, Quality, AHT, SLA, Attendance, Attrition, Productivity.

Skills

BPO ops

Leadership

WFM

Forecasting

Financial mgmt

Stakeholder mgmt

KPIs

Change mgmt

Communication

24/7 shifts

Team leadership

Job description

• 5+ years of experience in BPO / contact center operations


• 2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role


• Proven experience managing large-scale operations, ideally 300+ FTE


• Experience managing multiple LOBs, queues, or client programs


• Experience managing Team Leaders / Operations Managers and indirect reports


• Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity


• Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency


• Experience with client-facing operations and senior stakeholder management


• Proven experience creating and executing recovery plans for underperforming KPIs


• Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions


• Experience leading change management, process improvements, and operational transformation


• Strong written and verbal communication skills


• Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required


• Strong knowledge of contact-center KPIs, including:
  
  
  
  • CSAT / Customer Satisfaction
  
  
  • Quality
  
  
  • AHT
  
  
  • Attendance / Absenteeism
  
  
  • Attrition
  
  
  • Productivity
  
  
  • SLA performance
  
  
  
  

Description

Minimum Requirements

• 5+ years of experience in BPO / contact center operations


• 2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role


• Proven experience managing large-scale operations, ideally 300+ FTE


• Experience managing multiple LOBs, queues, or client programs


• Experience managing Team Leaders / Operations Managers and indirect reports


• Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity


• Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency


• Experience with client-facing operations and senior stakeholder management


• Proven experience creating and executing recovery plans for underperforming KPIs


• Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions


• Experience leading change management, process improvements, and operational transformation


• Strong written and verbal communication skills


• Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required


• Strong knowledge of contact-center KPIs, including:
  
  
  
  • CSAT / Customer Satisfaction
  
  
  • Quality
  
  
  • AHT
  
  
  • Service Level
  
  
  • Attendance / Absenteeism
  
  
  • Attrition
  
  
  • Productivity
  
  
  • SLA performance
  
  
  
  

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant’s qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant’s qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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