Senior Operations Leader – Client Delivery & KPI Excellence

TP; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Teleperformance in South Africa seeks an experienced Assistant Operations Manager ready to lead multiple client teams. You will ensure KPI attainment, motivate and develop staff, and manage service delivery in a fast-paced environment while aligning with client expectations.

Responsibilities include driving performance, reporting, and optimizing margins, with a focus on customer service excellence and operational efficiency across multiple accounts.

Qualifications

• Senior management experience required, with proven track record.
• At least 12 months tenure as Assistant Operations Manager at Teleperformance.
• Minimum 3 years of senior managerial experience.
• Experience in KPI and performance management.
• Proven track record delivering high-level customer service through sales.
• Matric or equivalent.
• Ability to multi-task and delegate to meet tight deadlines.
• Commercial awareness with cost/profit centre management.
• Understanding client contracts, staffing ratios, and margins.
• Understanding outsourcing and performance management.
• Experience implementing and managing new and ongoing projects.

Responsibilities

• Lead operations management teams to meet KPIs.
• Drive client-centric culture across site.
• Identify and address negative variances with action plans.
• Own look and feel of site and drive Employee Forum.
• Build relationships with Client Services, HR, L&D, Work Force, Quality.
• Produce critical reports on time (AMF, Stoplight, etc.).
• Develop initiatives to maintain high employee engagement.
• Coordinate reviews with Strategic HR BP and ensure outcomes.
• Host client visits and manage escalations.

Skills

KPI Management

Performance Management

Senior Managerial Experience

Customer Service Delivery

Staffing & Resource Planning

Cost/Profit Centre Management

Contract Terms Understanding

Delegation & Multitasking

Education

Matric/ Equivalent

Job description

Teleperformance in South Africa seeks an experienced Assistant Operations Manager ready to lead multiple client teams. You will ensure KPI attainment, motivate and develop staff, and manage service delivery in a fast-paced environment while aligning with client expectations.

Responsibilities include driving performance, reporting, and optimizing margins, with a focus on customer service excellence and operational efficiency across multiple accounts.