Operations Manager - Durban, South Africa

Operations Manager

Location: Durban, South Africa
Industry: International Contact Centre (US/UK/AUS Campaigns)

We are seeking a highly driven and experienced Operations Manager to lead and grow our international customer service operation. The ideal candidate will bring strong leadership capability, operational excellence, and a proven track record of managing large teams in a fast-paced BPO environment.

Key Responsibilities

Operational Leadership

• Manage a large-scale international operation (US/UK/AUS) within a customer service environment.

• Oversee day-to-day performance, ensuring all KPIs, SLAs, and client expectations are consistently met.

• Provide real-time management of data, performance metrics, and operational insights to maximise productivity.

People Management

• Develop and coach Supervisors and Agents to support business goals.

• Provide clear frameworks of expectations, including behaviour, KPIs, processes, and feedback structures.

• Lead performance management processes, conduct KPI reviews, and ensure all directives are implemented accurately and on time.

• Manage attendance, timekeeping, and disciplinary processes in line with local IR requirements.

Performance & Process Management

• Draft weekly action plans aimed at driving continuous performance improvement.

• Ensure operational procedures, workflows, and guidelines are clearly documented and implemented.

• Deliver detailed feedback and reporting to Executive Management on operational performance, risks, and opportunities.

Client & Stakeholder Engagement

• Maintain strong relationships with internal and external stakeholders.

• Effectively manage client expectations and proactively address operational challenges.

• Experience managing large-scale operations (100+ FTE) on international campaigns.

• Strong experience working with customer interactions (preferably telephonic).

• Excellent communication skills in English, both verbal and written.

Skills & Knowledge

• Proficient in MS Office and web-based systems.

• Ability to lead and develop high-performing teams.

• Effective change management capability.

• Strong customer-centric focus.

• Independent, solutions-driven, and highly organised.

Qualifications

• Minimum: Matric (Grade 12)

• Advantageous: Tertiary education in Business, Operations, or Contact Centre Management

The Ideal Candidate Will Have

• A proven track record managing large international customer service operations.

• Minimum 1 year tenure at Custom Connect SA (internal applicants).

• A clear disciplinary and attendance record.

• Strong interpersonal, communication, and listening skills.

• Intermediate-level skills in MS Word and Excel.

• Ability to work in a fast-paced environment and manage multiple operational remits.

• Confidence in holding in-depth performance discussions at all levels.

If you meet the above requirements and are ready for your next career growth opportunity, apply now and join a dynamic, growing international operation.