Job Description

Mango5 is looking for a skilled and experienced Business Unit Manager to oversee the operational and strategic performance of our USA-based campaign. In this high-impact leadership role, you will manage and develop a team of Team Managers and QA Agents, ensuring business goals and departmental KPIs are consistently met.
Reporting to the Department Head, you'll be responsible for driving operational excellence, maintaining high-quality standards, and supporting compliance within a fast-paced, performance-driven BPO environment. This position requires someone with proven success in managing U.S. accounts and leading teams in international contact center operations.
KEY RESPONSIBILITIES
Operational Oversight

• Ensure smooth day-to-day operations and address workflow challenges
• Align campaign execution with broader business goals
• Resolve bottlenecks and maintain service delivery standards

Performance Management

• Track KPIs and monitor team performance closely.
• Analyze data and implement improvement plans to boost results
• Support the Operations Manager in driving efficiency and quality

Team Leadership

• Lead, coach, and mentor Team Managers, QA Agents, and other staff
• Foster a performance-driven culture aligned with Mango5 values
• Drive employee engagement and retention

Strategic Execution

• Translate business strategies into practical, measurable actions
• Ensure team execution supports the department's overall vision and goals

Cross-Functional Collaboration

• Coordinate with internal teams including HR, Finance, and Client Services
• Ensure seamless delivery through effective resource and workflow alignment

Compliance & Risk Management

• Enforce adherence to regulatory standards, company policies, and procedures
• Identify and mitigate operational risks proactively

Client & Stakeholder Engagement

• Support client initiatives and foster strong relationships
• Collaborate with the Operations Manager to meet SLAs and client expectations

QUALIFICATIONS

• Matric (Essential)
• Bachelor's Degree or Diploma in Business Administration, Operations Management, or a related field (Advantageous)
• 3-5 years' international BPO/contact center experience
• 2+ years' experience managing client relationships, ideally with U.S. clients
• Proven track record in leading team managers and delivering on campaign goals
• Clear criminal and credit record

KEY SKILLS

• Strong leadership, project and workforce management capabilities
• Proficient in Microsoft Office, Google Suite, and CRM/data analytics tools
• Analytical thinker with strong problem-solving skills
• Exceptional verbal and written communication
• High attention to detail, organizational and time management skills

WORKING HOURS

• Rotational Shifts: Monday-Sunday, 15:00 - 03:00 (aligned to U.S. business hours depending on daylight savings)
• On-site role with USA public holiday schedule

REMUNERATION PACKAGE

• Basic Salary: Market-related
• Perks (after 3 months):

• Medical Insurance
• YouAssist (Emergency response, trauma, home assist)
• Internal LMS (online training & development opportunities)

APPLICATION PROCESS
Due to high application volumes, only shortlisted candidates will be contacted. If you don't hear from us within two weeks, please consider your application unsuccessful. Your CV will be kept on file for future roles.
Lead a winning team. Make your mark at Mango5. Apply today!