We have an amazing job opportunity for an exceptional Operations Manager to join one of the top BPO Outsource Centres at their offices in Cape Town. They’re looking for you to head up and lead their our USA operation division campaigns to success. If you are in search of growth opportunities and possess exceptional leadership, analytical and strategic planning skills, this could be the perfect opportunity for you!

Your key job responsibilities as the Operations Manager in Cape Town will include:

- Provide leadership, development and coaching of their USA team
- Actively engaging and supporting the development of the USA team to ensure better performance and succession planning
- Working with HR and Recruitment to drive the recruitment and selection of
- Team Leader and Advisors and ensuring campaign headcount targets are achieved
- Develop, implement and review effective staff welfare and engagement processes that motivate your staff across all levels
- Performance management of the team
- Contribute to the design and implementation of Change Programmes and
- Projects which impact the contact centre
- Manage campaign spending to ensure all campaigns are within budget
- Building and maintaining effective internal and external stakeholder relationships
- Identifying and instilling best practice, processes and systems to create an environment where we are continuously improving
- Review management information and make suggestions and recommendations for improvement in performance and delivery against KPI’s
- Building and working on cost models

Requirements for this Operations Manager job in Cape Town:

- Must have matric and Tertiary education advantageous
- Have a minimum of 5 years customer service Operations Call Centre Manager experience
- Excellent written and verbal communication skills
- Computer literate
- Experience working with USA clients advantageous
- Ability to multitask
- Flexible, motivated, energetic and results orientated
- Strong coaching and development skills
- Problem solving skills and solutions focused with attention to detail
- Demonstrate strong leadership skills with ability to manage a team
- Analyse processes, enact change, and think on a strategic level to achieve business goals

Available to work shifts according to operational needs and requirements: Core Shift – 2pm to 10pm/ 3pm to 11pm (depending on Daylight Savings). Shift 2 – 6pm to 2am / 7pm to 3am (depending on Daylight Savings) if required as per operational requirements. USA Public Holiday Roster