Remote Operations Manager, BPO: Lead & Develop Teams

Jobgether; South Africa; Remote; ZAR 600,000 - 900,000; Full time

Job summary

TTEC is seeking an Operations Manager BPO in Cape Town to lead a dynamic call center team, drive service levels, and improve customer experience across client programs. This role emphasizes coaching, mentoring, and resolving escalations while maintaining a positive work environment.

As a leader, you will motivate teams, monitor metrics, and collaborate with clients to meet goals. You will shape processes, drive quality improvements, and contribute to the ongoing success of TTEC’s operations in

Qualifications

• Significant call center leadership or equivalent experience.
• Proven ability to coach and mentor teams to achieve metrics.
• Strong customer-focus mindset with a data-driven approach.
• Ability to analyze data and report on performance metrics.

Responsibilities

• Lead and motivate the team to hit client goals and deliver excellent customer experiences.
• Coach associates to achieve company and client objectives and coordinate training.
• Manage multiple tasks and projects, monitor attendance, and ensure scheduling aligns with service levels.

Skills

Call center leadership

Coaching

Mentoring

Customer focus

Data reporting

Job description

TTEC is seeking an Operations Manager BPO in Cape Town to lead a dynamic call center team, drive service levels, and improve customer experience across client programs. This role emphasizes coaching, mentoring, and resolving escalations while maintaining a positive work environment.

As a leader, you will motivate teams, monitor metrics, and collaborate with clients to meet goals. You will shape processes, drive quality improvements, and contribute to the ongoing success of TTEC’s operations in