Support Operations Manager

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 900,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid work model

Performance bonus

Job summary

Placements24 in Nelspruit is seeking an experienced Support Operations Manager to oversee daily customer support activities, drive operational efficiencies, and ensure delivery of high-quality service.

You will analyze performance data, lead and mentor the team, manage budgets and resources, and collaborate with cross-functional colleagues to meet SLAs and deliver seamless support. This hybrid role offers strategic impact and a dynamic work environment.

Qualifications

• Bachelor's degree in business/admin or related field.
• 7+ years in operations management with focus on customer support.
• Proven track record of improving efficiency and customer satisfaction metrics.
• Strong understanding of CRM systems and call center tech.
• Excellent leadership, strategic planning, and budgeting skills.

Responsibilities

• Manage day-to-day operations of the customer support department, including scheduling, staffing, and workflow management.
• Develop, implement, and monitor operational processes to enhance efficiency and effectiveness.
• Analyze KPIs and SLAs, identifying trends and areas for improvement.
• Lead, mentor, and develop the support team, fostering high performance and customer focus.
• Manage the support budget and resource allocation effectively.
• Collaborate with cross-functional teams to ensure aligned service delivery.
• Oversee selection, implementation, and utilization of support technologies and tools.

Skills

Leadership

Strategic planning

Budgeting

CRM systems

Call center tech

Data analysis

People management

Education

Bachelor's degree in Business Administration, Operations Management, or related field

Tools

CRM software

Support platforms

Call center technologies

Job description

About the Role

Our client is seeking an experienced and strategic Support Operations Manager to oversee and optimize their customer support operations in Nelspruit . This leadership role is responsible for managing the daily activities of the support team, implementing operational efficiencies, and ensuring the delivery of high-quality customer service. You will analyze performance data, drive process improvements, and manage resources to meet service level agreements (SLAs). This is a critical position for a seasoned operations professional dedicated to achieving service excellence.

Key Responsibilities

• Manage the day-to-day operations of the customer support department, including scheduling, staffing, and workflow management.
• Develop, implement, and monitor operational processes and procedures to enhance efficiency and effectiveness.
• Analyze key performance indicators (KPIs) and service level agreements (SLAs), identifying trends and areas for improvement.
• Lead, mentor, and develop the support team, fostering a culture of high performance and customer focus.
• Manage the support budget and resource allocation effectively.
• Collaborate with cross-functional teams to ensure alignment and integrated service delivery.
• Oversee the selection, implementation, and utilization of support technologies and tools.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 7 years of experience in operations management , with a significant focus on customer support.
• Proven track record of improving operational efficiency and customer satisfaction metrics.
• Strong understanding of call center technologies , CRM systems, and support platforms.
• Excellent leadership, strategic planning, and problem-solving skills .
• Demonstrated ability to manage budgets and resources effectively.

Benefits

• Competitive executive-level salary and comprehensive benefits package.
• Significant bonus potential tied to operational performance and customer satisfaction.
• Opportunities for strategic impact and career advancement.
• A dynamic and challenging work environment.
• Hybrid work model offering a blend of in-office and remote work flexibility.