Senior Operations Leader — KPI & Client Delivery

Teleperformance; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Teleperformance in Cape Town seeks an experienced Senior Operations Manager to lead and motivate multiple client teams, ensuring performance targets are met through effective dialogue and operational delivery.

You will translate client needs into actionable strategies, drive engagement, and manage contracts, staffing and margins. A strong track record in customer service and performance management is essential.

Qualifications

• Extensive experience in a senior management role.
• At least 12 months tenure within Teleperformance as an Assistant Operations Manager (Essential).
• At least 3 years Senior Managerial experience (Essential).
• Experience in KPI Management and Performance Management.
• Proven track record in the delivery of a high level of customer service through sales.
• Ability to multi-task and delegate to meet tight deadlines.
• Solid commercial awareness & experience with Cost/Profit Centre management.
• Understanding and managing client contract terms, staffing ratios, and driving margin.

Responsibilities

• Ambassador for Teleperformance who leads by example, upholds values, and drives best practice.
• Drive a culture of client-centricity across the site to add value for client groups.
• Identify and address negative performance variances with action plans.
• Own the look and feel of the site, recording issues and following through.
• Build relationships with stakeholders to achieve peak performance and engagement.
• Complete critical reports on time with meaningful commentary (AMF, Stoplight, etc.).
• Develop and implement initiatives for high employee engagement with the Strategic HRBP.
• Implement group-wide recognition programs and ensure timely delivery.
• Host client visits and manage service-related client escalations.

Skills

Emotional Intelligence

Entrepreneurship

Communication

Collaboration

Open-Mindedness

Solution Orientation

Process Excellence

Critical Thinking

Leadership

Education

Matric/ Equivalent

Job description

Teleperformance in Cape Town seeks an experienced Senior Operations Manager to lead and motivate multiple client teams, ensuring performance targets are met through effective dialogue and operational delivery.

You will translate client needs into actionable strategies, drive engagement, and manage contracts, staffing and margins. A strong track record in customer service and performance management is essential.