Job Description

Senior Customer Service and Sales Manager (Sales and Service) - Cape Town
At TTEC, we're all about the Human Experience. Elevated. As a Senior Operations Manager / Service Delivery Manager Cape Town, SA you'll be a part of creating and delivering amazing customer experiences. Your potential has a place here with TTEC's award-winning employment experience."
What You'll be Doing
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client and business goals.

• You'll have responsibility for the operational direction of accounts that have a focus on sales and service) and financial performance of the business
• You'll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
• You'll report to the Operations Director. We're looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.

Skills & Competencies needed

• Strong leadership and people management skills.
• Excellent communication, negotiation, and conflict resolution abilities.
• Deep understanding of customer service and sales operations.
• Proficiency in CRM and performance management tools.
• Strategic thinking with a data-driven approach to decision-making.
• Great understanding of customer experience and Sales through service i.e. upgrages

Your accountabilities and activities will include
1. Strategic Leadership

• Develop and execute integrated strategies for customer service and sales.
• Set performance targets, KPIs, and service standards across both functions.
• Align departmental goals with overall business objectives.

2. Customer Service Oversight

• Ensure consistent, high-quality sales, support and technical across all channels.
• Resolve escalated customer issues and oversee complaint management.
• Monitor customer satisfaction metrics and implement improvement plans.
• Champion customer-centric culture across the organization.
• Lead sales planning, forecasting, and pipeline management.
• Support sales teams with tools, training, and performance coaching.
• Identify growth opportunities through customer insights and market trends.
• Collaborate with marketing to align campaigns with sales goals.
• Drive the right first time FOCUS to the Operations to reduce repeats and improvement.
• Link quality performance to development plans and recognition programs.

3. Continuous Improvement

• Conduct root cause analysis on errors or escalations.
• Involve teams in solution design to improve processes and reduce failure points.
• Review and refine SOPs to support consistent execution.

4. Team Leadership & Development

• Manage and mentor team leaders across both service and sales departments.
• Conduct regular performance reviews and development planning.
• Foster a collaborative, high-performance culture.

5. Operational Excellence

• Oversee daily operations, including staffing, scheduling, and workload balancing.
• Implement systems and processes to improve efficiency and customer engagement.
• Ensure compliance with internal policies and external regulations.

6. Reporting & Analytics

• Analyze service and sales data to identify trends, gaps, and opportunities.
• Prepare regular reports for executive leadership.
• Use insights to drive continuous improvement and strategic decisions.

7. Stakeholder Engagement

• Act as the key liaison between customer-facing teams and senior leadership.
• Represent customer and sales perspectives in cross-functional initiatives.
• Build strong relationships with clients, partners, and internal stakeholders.

• To over-see the forecasting, planning and real time delivery of our man-power - to meet client volume and profiles.
• Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.

What You Bring to the Role

• A minimum 5 year call center management or equivalent work experience, ideally in a BPO
• Experience across sales and services lines of business
• Experience across all multi customer service channels, voice, email, chat, SM
• Continuously promote a performance-driven culture and always work towards reaching for amazing
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
• Consistently mentor and inspire others
• Customer focused mindset
• Understanding, interpreting, and manipulating data for reporting
• You'll have good process and change management experience to aid your delivery of business needs and changing client requirements
• Strong people and client leadership and stakeholder management

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.
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Skills Required