Senior Operations Manager

Redial BPO; Roodepoort; On-site; ZAR 1,200,000 - 1,500,000; Full time

Job summary

Redial BPO is seeking a Senior Operations Manager to lead our South Africa call centre operations, servicing international clients in the U.S. and UK.

The role focuses on delivering KPI performance, service levels, and compliant operations while driving profitability and client satisfaction. You will manage a team of Operations Managers and Supervisors, foster a culture of excellence, coach for development, and partner with HR and Learning & Development to ensure engagement, succession planning,

Responsibilities

• Lead end‑to‑end operational delivery for assigned client programs ensuring contractual SLAs and KPIs are met.
• Develop and monitor strategies to improve productivity, quality and customer experience across the site.
• Forecast capacity and optimize resources to align with client requirements.

Job description

Job Title: Senior Operations Manager – BPO Operations (South Africa) Location: South Africa Department: Operations Role Purpose: The Senior Operations Manager is responsible for the overall leadership, performance, and profitability of one large client account or multiple smaller client programs within Redial BPO. This role ensures that all operations run efficiently and effectively, meeting client KPIs, service levels, and compliance requirements. The Call Centre Manager will lead a team of Operations Managers and Junior Operations Managers, foster a culture of operational excellence, people engagement, and client satisfaction while embodying Redials core value of Winning As One.

Job Summary

We are seeking a dynamic Call Centre Manager to lead our BPO call center operations in South Africa, servicing Internationally based clients (U.S. and UK). The ideal candidate will be fluent in English, with a strong background in contact center management, people leadership, and client relationship development. This role is responsible for overseeing daily operations, ensuring performance targets are met, and fostering a culture of excellence and continuous improvement.

Key Responsibilities

1. Operational Leadership

• Oversee end-to-end operational delivery across assigned client programs, ensuring all contractual service levels and KPIs are consistently achieved.
• Develop, implement, and monitor operational strategies to drive productivity, quality, and customer experience improvements.
• Analyze performance trends and proactively identify opportunities for process optimization and growth.
• Ensure efficient use of resources, accurate forecasting, and capacity planning aligned with client requirements.
• Collaborate with support departments (QA, Workforce, IT, L&D) to ensure alignment and operational synergy.

2. Team Leadership & Development

• Lead, mentor, and coach Operations Managers, Junior Operations Managers and Supervisors to achieve site and client objectives.
• Foster a high-performance culture grounded in accountability, collaboration, and continuous improvement.
• Drive employee engagement, motivation, and retention through effective leadership and recognition programs.
• Partner with Learning & Development to support career growth, succession planning, and leadership readiness within the site.
• Partner with HR to ensure Performance Management and adherence to the Company’s Code of Conduct and Disciplinary measures, including ensuring that all IR matters are handled fairly.

3. Client Relationship Management

• Serve as the primary point of contact for assigned clients, ensuring relationships are strategic, professional, and value-driven.
• Conduct regular business reviews, presenting insights and recommendations that enhance performance and partnership.
• Proactively communicate operational performance, risks, and improvement