Job Description

Senior Operations Manager - BPO / Contact Centre

Role Overview

We are seeking an experienced

Senior Operations Manager

to lead and optimise large-scale contact centre operations within a high-performance BPO environment. This role carries

full accountability for operational delivery

, client SLAs, people performance, cost control, compliance, and continuous improvement across multiple campaigns and channels.

The ideal candidate is a

commercially minded operations leader

with deep contact centre expertise, strong people leadership capability, and a proven track record of delivering consistent results in complex, high-volume environments.

Key ResponsibilitiesOperational Leadership

Provide strategic and day-to-day leadership across multiple contact centre campaigns Own operational delivery against client SLAs, KPIs, and contractual obligations Drive operational stability, scalability, and performance consistency Act as senior escalation point for operational, people, and client issues
Performance & KPI Management

Deliver performance across key metrics including productivity, conversion, quality, service levels, and cost per contact Analyse operational data to identify trends, risks, and improvement opportunities Implement performance improvement plans at campaign, team, and individual level Maintain accurate, timely operational reporting for Exco and clients
People Management & Leadership

Lead and develop Operations Managers, Team Managers, and support functions Build a strong leadership bench through coaching, succession planning, and capability development Drive a culture of accountability, engagement, and high performance Manage IR, disciplinary processes, and performance management in line with

BCEA

and company policy
Workforce & Resource Management

Oversee workforce planning, scheduling, and capacity management Ensure optimal utilisation of staff across voice, digital, and blended channels Partner with WFM to forecast volumes, staffing requirements, and cost impacts Control overtime, absenteeism, attrition, and shrinkage
Quality, Compliance & Risk

Ensure compliance with client requirements, internal policies, and regulatory frameworks (POPIA, industry standards) Maintain high-quality service delivery and consistent QA outcomes Identify operational risks and implement mitigation plans Support audits, client reviews, and regulatory assessments
Client & Stakeholder Management

Serve as a senior operational interface with clients and internal stakeholders Participate in client governance, performance reviews, and operational planning Translate client expectations into clear operational execution Support new client onboarding, transitions, and scaling initiatives
Financial & Commercial Accountability

Own operational budgets, cost control, and margin performance Drive efficiencies and continuous improvement initiatives to improve profitability Monitor revenue, cost per seat, and operational ROI Support commercial proposals, pricing inputs, and growth initiatives
Continuous Improvement & Change

Drive operational excellence initiatives (process optimisation, automation, best practice) Lead change management for new systems, processes, or client requirements Embed a culture of continuous improvement and data-driven decision-making
Requirements

Minimum

7-10 years' experience

in contact centre / BPO operations At least

5 years in a senior operations or multi-campaign leadership role

Proven experience managing

large teams (100+ FTE)

across multiple campaigns Strong understanding of contact centre metrics, SLAs, and operational models Experience across voice and digital channels (email, chat, WhatsApp, etc.) Solid knowledge of South African labour legislation (BCEA, LRA) Strong financial acumen and budget management experience Excellent leadership, stakeholder management, and communication skills Advanced proficiency in reporting, dashboards, and Excel Experience working with international clients advantageous
Qualifications

Matric (Bachelor's pass required) Relevant tertiary qualification in Business, Operations, or Management advantageous
Why Join Us?

Senior leadership role within a growing BPO High level of operational ownership and influence Competitive executive-level remuneration package Exposure to complex, large-scale operations and international clients Strong career progression and leadership development opportunities
Job Type: Permanent

Pay: R15000,00 - R40000,00 per month

Experience:

managing a contact center floor : 3 years (Preferred)
Work Location: In person