Senior Operations Manager

Senior Operations Manager/ Head of Operations – BPO

Salary: 40,000 – 45,000R per month

Job Type: Full-Time | Permanent on site (DURBAN)

About the Role

We are seeking an experienced Senior Operations Manager to lead large-scale customer service operations within a dynamic BPO environment.

This is an excellent opportunity for an operational leader who is passionate about delivering exceptional customer experiences, developing high-performing teams and driving operational excellence.

You will be responsible for leading multiple operations, ensuring client satisfaction, delivering against KPIs and SLAs, and creating a culture of continuous improvement.

Key Responsibilities

• Lead and develop multiple customer service operations.
• Drive operational performance against agreed KPIs and SLAs.
• Coach, mentor and develop Operations Managers and Team Leaders.
• Build strong relationships with internal stakeholders and external clients.
• Manage workforce planning, productivity, quality and customer satisfaction.
• Identify opportunities to improve processes and operational efficiencies.
• Ensure high levels of employee engagement and retention.
• Deliver regular business reviews and performance reporting.

We're looking for someone who has:

• At least 2 years' experience as an Senior Operations Manager or Head of Operations.
• Strong experience leading customer service/contact centre operations.
• Previous experience working within a BPO environment.
• Experience managing large operational teams and multiple leaders.
• Excellent stakeholder management and communication skills.
• A proven ability to improve operational performance and deliver results.

Desirable Experience

• Healthcare or Telehealth operations.
• Supporting US-based clients or customer service programmes.
• Experience working with international accounts.

What's on Offer

• Competitive salary of 40,000–45,000R per month.
• Opportunity to join a growing organisation.
• Career progression within a supportive leadership team.
• A fast-paced, collaborative and people-focused environment.

If you're an experienced contact centre leader looking for your next challenge, we'd love to hear from you. Apply today with your updated CV - ***email_hidden***