Remote Operations Leader — CX & SLA Performance

Zappy; Gauteng; Remote; ZAR 600 000 - 900 000; Full time

Job summary

A leading BPO service provider is seeking a seasoned Operations Manager to oversee day-to-day operations for a key technology client. The ideal candidate will have over 5 years of experience managing customer support teams, exceptional communication skills, and a strong understanding of CRM systems. This role offers the flexibility of remote work while being part of a dynamic, growth-oriented environment.

Qualifications

• 5+ years of experience managing customer support or BPO operations teams.
• Exceptional spoken and written English.
• Proven success managing remote teams.

Responsibilities

• Oversee day-to-day delivery for a technology client.
• Manage a team of customer experience associates.
• Track and report KPIs such as CSAT and response time.

Skills

Leadership

Customer experience management

Communication

Data interpretation

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

A leading BPO service provider is seeking a seasoned Operations Manager to oversee day-to-day operations for a key technology client. The ideal candidate will have over 5 years of experience managing customer support teams, exceptional communication skills, and a strong understanding of CRM systems. This role offers the flexibility of remote work while being part of a dynamic, growth-oriented environment.