Job Description

Operations Manager

Location:

Durban,South Africa

Industry:

International Contact Centre (US/UK/AUS Campaigns)


We are seeking a highly driven and experienced

Operations Manager

to lead and grow our international customer service operation. The ideal candidate will bring strong leadership capability, operational excellence, and a proven track record of managing large teams in a fast-paced BPO environment.

Key Responsibilities

Operational Leadership

Manage a large-scale international operation (US/UK/AUS) within a customer service environment. Oversee day-to-day performance, ensuring all KPIs, SLAs, and client expectations are consistently met. Provide real-time management of data, performance metrics, and operational insights to maximise productivity.

People Management

Develop and coach Supervisors and Agents to support business goals. Provide clear frameworks of expectations, including behaviour, KPIs, processes, and feedback structures. Lead performance management processes, conduct KPI reviews, and ensure all directives are implemented accurately and on time. Manage attendance, timekeeping, and disciplinary processes in line with local IR requirements.

Performance & Process Management

Draft weekly action plans aimed at driving continuous performance improvement. Ensure operational procedures, workflows, and guidelines are clearly documented and implemented. Deliver detailed feedback and reporting to Executive Management on operational performance, risks, and opportunities.

Client & Stakeholder Engagement

Maintain strong relationships with internal and external stakeholders. Effectively manage client expectations and proactively address operational challenges. Experience managing large-scale operations (100+ FTE) on international campaigns. Strong experience working with customer interactions (preferably telephonic). Excellent communication skills in English, both verbal and written.

Skills & Knowledge

Proficient in MS Office and web-based systems. Ability to lead and develop high-performing teams. Effective change management capability. Strong customer-centric focus. Independent, solutions-driven, and highly organised.

Qualifications

Minimum: Matric (Grade 12) Advantageous: Tertiary education in Business, Operations, or Contact Centre Management

The Ideal Candidate Will Have

A proven track record managing large international customer service operations. Minimum 1 year tenure at Custom Connect SA (internal applicants). A clear disciplinary and attendance record. Strong interpersonal, communication, and listening skills. Intermediate-level skills in MS Word and Excel. Ability to work in a fast-paced environment and manage multiple operational remits. Confidence in holding in-depth performance discussions at all levels.

If you meet the above requirements and are ready for your next career growth opportunity,

apply now

and join a dynamic, growing international operation.