Senior BPO Operations Leader: Scale Teams, Drive Excellence

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

Job summary

A dynamic marketing firm in Cape Town is seeking a Senior Operations Manager to lead operations and drive service excellence. This pivotal role requires proven experience in managing large teams and multiple client accounts within the BPO sector. The ideal candidate will possess strong workforce management skills and a relevant bachelor's degree. The successful candidate will thrive in fast-paced environments while fostering accountability and engagement across teams.

Qualifications

• 5–10 years progressive operations management experience in the BPO sector.
• Proven ability to manage mid to large-scale teams and multiple client accounts.
• Deep understanding of BPO operations including customer service and technical support.

Responsibilities

• Lead operations to drive service excellence and operational efficiency.
• Foster a culture of accountability and engagement within teams.
• Manage the transition of new processes/accounts and change initiatives.

Skills

Operations management

Team management (150+ employees)

Client relationship management

Workforce management

SLA adherence

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Job description

A dynamic marketing firm in Cape Town is seeking a Senior Operations Manager to lead operations and drive service excellence. This pivotal role requires proven experience in managing large teams and multiple client accounts within the BPO sector. The ideal candidate will possess strong workforce management skills and a relevant bachelor's degree. The successful candidate will thrive in fast-paced environments while fostering accountability and engagement across teams.