Durban: Senior Operations Manager posted by K2 Recruit

About the Role

The Senior Operations Manager is accountable for growing and maximising the profitability and satisfaction of existing and new client relationships through a team of up to 300 agents, led by Operations Managers and Team Leaders. This role is central to creating a high-performance culture where teams are engaged, valued, recognised, and rewarded for consistent performance. Delivery of contractual KPIs and SLAs is essential, along with driving a continuous improvement agenda to enable contract growth.

Key Responsibilities

• Lead and develop a team of high-performing Managers and Agents.
• Deliver on all client contractual targets (KPIs and SLAs).
• Drive strategies to enhance client satisfaction and profitability.
• Maintain a high-performance, inclusive culture.
• Implement effective operating rhythms, including coaching and mentoring.
• Manage Employee Relations in collaboration with HR.
• Forecast and plan resources to meet contractual requirements.
• Create productivity strategies to optimise output.
• Ensure outputs meet client requirements; take corrective action where necessary.
• Prioritise and manage conflicting client and stakeholder needs.
• Analyse performance data and provide insightful reporting to stakeholders.
• Engage with clients regularly using high-quality insights.
• Collaborate with peers to share best practices.

Requirements

• Matric.
• Minimum 5 years senior leadership experience in International BPO Contact Centre Operations, managing up to 300 agents across voice, chat, email, and back-office channels.
• Experience across Collections, Customer Service, Sales, Retentions, and Admin.
• Proven experience managing Operations Managers.
• International campaign exposure (UK and USA preferred).
• Strong track record in managing multiple client relationships at senior level.
• Profit & Loss management, forecasting, and budget input experience.
• Skilled in preparing invoices, payroll data, commercial reconciliations, and analysing results.
• Strong stakeholder and supplier management.
• Advanced data analysis and interpretation skills across complex SLAs & KPIs.
• Knowledge of ISO27001, PCI, and UK/US regulations.

Qualifications

• Matric.

Salary & Benefits

Salary: Negotiable, based on experience. Working hours: Flexible to cover UK and US campaign spans.