Facilities Manager

UnifyCX is growing, and we are looking for an extraordinary

Facilities Manager to join our motivated and ambitious team in Ballito, South Africa. Come be part of our growing global organisation and help ensure a safe, efficient, and professional workplace at our newest location!

What Will You Do?

As a Facilities Manager, your primary responsibility will be to oversee the safe, compliant, and efficient operation of our Ballito contact centre. You will manage facilities, health and safety compliance, security operations, maintenance, vendor relationships, and site infrastructure to ensure uninterrupted business operations.

This is a hands-on role that requires strong technical knowledge, proactive problem-solving, and effective stakeholder management. You will work closely with Operations, IT, landlords, contractors, and external service providers to maintain a safe, professional, and high-performing workplace while supporting the site's operational needs and future growth.

Key Responsibilities

Facilities Management and Maintenance

• Oversee the day-to-day operation, maintenance, and upkeep of the contact centre and its facilities.
• Manage planned and reactive maintenance for HVAC, electrical, plumbing, fire suppression, generators, UPS systems, and other critical infrastructure.
• Conduct regular site inspections to identify maintenance requirements, safety concerns, and opportunities for improvement.
• Maintain site assets, equipment, inventory, workplace standards, and common areas.
• Coordinate repairs, upgrades, and facilities projects to minimise disruption to business operations.
• Partner with Operations and IT teams on workspace planning, site expansion, and capacity requirements.

Health, Safety, And Compliance

• Ensure compliance with South Africa's Occupational Health and Safety Act (OHS Act No. 85 of 1993) and all applicable health and safety regulations.
• Conduct risk assessments, safety audits, and incident investigations, and implement corrective and preventive actions.
• Maintain accurate and up-to-date health and safety documentation, inspection reports, and compliance records.
• Coordinate emergency preparedness activities, evacuation drills, and safety procedures.
• Identify potential workplace hazards and ensure appropriate measures are implemented to protect employees, visitors, contractors, and company assets.

Security Management

• Oversee site security operations, including security personnel, access control, CCTV systems, and visitor management processes.
• Ensure security procedures are consistently followed and aligned with company policies and applicable requirements.
• Coordinate with security service providers to address incidents, improve site security, and maintain a safe working environment.
• Monitor security risks and implement appropriate measures to protect employees, visitors, facilities, and company assets.

Vendor And Contractor Management

• Manage relationships with landlords, mall management, contractors, maintenance teams, and external service providers.
• Act as the primary point of contact for facilities-related matters and coordinate timely resolution of issues.
• Manage vendor contracts, service-level agreements, service quality, and performance.
• Obtain quotations, coordinate procurement activities, and ensure services are delivered within agreed budgets and timelines.
• Monitor contractor compliance with site safety requirements and company standards.

Budget And Asset Management

• Develop and monitor facilities-related budgets, operational expenses, and maintenance costs.
• Identify cost-saving opportunities without compromising safety, service quality, or operational efficiency.
• Maintain accurate records of company assets, equipment, maintenance schedules, and vendor services.
• Support procurement and inventory management for facilities-related supplies and equipment.

Business Continuity And Emergency Preparedness

• Support business continuity planning to minimise operational disruption caused by facility-related incidents.
• Develop and maintain contingency procedures for power outages, equipment failures, emergencies, and other site-related risks.
• Coordinate emergency response activities and ensure critical infrastructure remains operational.
• Work with Operations and IT to identify vulnerabilities and implement practical risk mitigation measures.

Reporting And Stakeholder Management

• Maintain accurate records of maintenance activities, incidents, inspections, vendor performance, and compliance requirements.
• Prepare reports on facilities performance, budgets, risks, maintenance activities, and outstanding issues for senior leadership.
• Communicate proactively with internal stakeholders and external service providers to resolve facilities-related concerns.
• Recommend improvements to site infrastructure, workplace safety, operational efficiency, and the overall employee experience.

Who Are You?

Education

• Tertiary qualification in Facilities Management, Property Management, Built Environment, or a related field.

Experience

• Minimum of 3 years of facilities management experience in a BPO, corporate office, contact centre, or commercial environment.
• Proven experience managing facilities operations, maintenance, security, and health and safety compliance.
• Strong working knowledge of South African occupational health and safety legislation and compliance requirements.
• Experience managing security service providers, access control systems, and CCTV infrastructure.
• Working knowledge of HVAC, electrical, fire suppression, generator, and UPS systems.
• Demonstrated experience managing vendors, contractors, budgets, procurement activities, and service-level agreements.
• Experience coordinating facilities projects, emergency responses, and business continuity activities is preferred.
• Experience in a mall-based, landlord-managed, or contact centre environment is advantageous.

Skills

• Strong organisational, project management, and problem-solving skills.
• Excellent stakeholder management and communication skills, with the ability to work effectively with employees, senior leadership, landlords, and external service providers.
• Solid technical understanding of commercial facilities, building infrastructure, and maintenance requirements.
• Strong knowledge of workplace health and safety practices, risk assessments, and compliance documentation.
• Effective budget management, vendor negotiation, and cost-control skills.
• Proficiency in Microsoft Office; experience with facilities management software is advantageous.
• Ability to prioritise competing demands, manage multiple projects, and respond effectively to urgent facilities issues.
• A proactive, hands-on approach with a strong focus on safety, accountability, and operational excellence.

Additional Requirements

• OHS certification or formal health and safety training is advantageous.
• Familiarity with Private Security Industry Regulatory Authority (PSIRA) requirements is preferred.
• SAFMA membership or equivalent professional accreditation is advantageous.
• Ability to respond to facilities emergencies and coordinate timely corrective action when required.
• Ability to work collaboratively in a fast-paced operational environment.
• Commitment to maintaining a safe, compliant, professional, and well-maintained workplace.

What We Offer

• An opportunity to play a key role in a growing global BPO organisation.
• Direct exposure to senior leadership and strategic site operations.
• The opportunity to contribute to the development and success of our Ballito operation.
• A collaborative, people-focused culture with opportunities for growth and development.
• A competitive remuneration package based on experience.

Who We Are

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritises measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalised, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.