Cape Town: Operations Manager BPO posted by CallForce

February 22, 2026 Jobs in Cape Peninsula

CallForce

Western Cape

Other Professions

Job Description

About the Role

We are seeking an experienced Operations Manager to lead our Contact Centre Team in delivering exceptional customer experiences for a well-established telecommunications brand. As a key member of our management team, you will be responsible for mentoring and coaching your team to achieve outstanding results, while driving performance and excellence in all aspects of the business.

Key Responsibilities

Develop and implement plans to successfully deliver exceptional results
Handle client interface, deliver on SLA requirements
Focus on providing differentiation in a highly competitive industry by exceeding client expectations
Continuously promote a performance-driven culture and always work towards reaching for amazing results
Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems
Achieve financial and non-financial targets
Improve the key success metrics associated with goals including:
Customer Satisfaction Score
Service Level Goals
Quality Goals
Lead, develop, motivate, operational teams
Manage the Contact Centre workforce. Motivate and manage supervisory team
Ensure optimal service delivery through scheduling and continuous process improvement
Coordinate training on new or revised information relating to services, products or processes of projects
Ensure all customer questions and complaints are resolved in a timely manner
Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance
Handle employee related issues. Monitoring attendance, punctuality and leave
Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs
Set up and manage performance measures
Deliver daily, weekly and monthly reports
Manage operating budgets
Develop rewards and recognition incentives/programs
Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets
Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes
Work with IT and Infrastructure to ensure optimal operational efficiencies
Understand customers needs and identify solutions that meet the requirements of the customer

View Job South Africa: Digital Marketer

Requirements

Matric

Certified Call Centre Manager or equivalent qualification, a distinct advantage

2-4 years experience in a BPO Call Centre Management position

Knowledge of and experience in managing to strict client SLAs

Ability to motivate and manage supervisory team

Solid understanding of reporting and budgeting procedures

Solutions focused – ability to think outside the box

High Proficiency in English

Qualifications

No qualifications mentioned.

Salary & Benefits

Salary details not specified.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Other Professions Jobs in Western Cape

When it comes to careers in the Western Cape, South Africa, the field of Other Professions encompasses a diverse range of roles that cater to various industries and sectors. Generally, this field is characterized by strong job prospects, driven by the growing demand for skilled professionals in sectors such as technology, finance, and manufacturing. Typically, these roles require a combination of technical expertise, business acumen, and interpersonal skills.

Typically, salaries for Other Professions roles in the Western Cape range from R500 000 to R1,5 million per annum, depending on factors such as experience, company size, and industry sector. Commonly, senior roles or those within larger companies tend to command higher salaries. However, it’s essential to note that these figures are only general guidelines and may vary widely based on individual circumstances.

Common skills required for Other Professions roles include strong analytical and problem-solving abilities, excellent communication and interpersonal skills, the ability to think strategically, and proficiency in industry-specific software or tools. Typically, professionals in this field also possess a degree in a relevant field such as business administration, engineering, or computer science. Additionally, many roles require experience working with data analytics, project management, or team leadership.

View Job Johannesburg: Human Resource Manager posted by Ad Talent Africa

Other Professions roles are commonly found within various industries, including financial services, technology, manufacturing, and logistics. These sectors often require professionals to be adaptable, flexible, and able to think creatively. In terms of career development, there are numerous opportunities for advancement, from specialized roles to senior leadership positions or entrepreneurial ventures.

For those interested in pursuing a career in Other Professions, it’s essential to stay up-to-date with industry trends, develop strong skills, and build a network of professional contacts. Many professionals in this field also pursue ongoing education and training to stay ahead of the curve, whether through formal certifications or continuous learning initiatives. By focusing on personal development, staying adaptable, and being open to new opportunities, individuals can set themselves up for success in this exciting and rewarding field.

This information provides general career guidance. Actual salaries and requirements vary by employer.

GO APPLY NOW

Safe & secure application process