Operations Manager

Job Title:

Job Description

• →2-3 years in relevant roles, including 2+ years in management, preferably in BPO or contact centers; client-facing operations experience is a plus.
• →Proven skills in mentoring and developing leaders, managing performance through structured action plans, and leading teams in fast-paced environments.
• →Strong data analysis capabilities; adept at interpreting trends to enhance processes. Proficient with operational reports and performance metrics; strong Excel/Microsoft Office skills preferred.
• →Excellent written and verbal skills; able to present effectively to stakeholders and lead client interactions confidently.
• →Strong relationship-building with clients and support teams.
• →Effective under pressure; strong organizational skills in deadline-driven environments; flexible schedule to meet business and client needs

• Operational Excellence: Manage and maintain all Client SLAs and KPIs. Monitor performance metrics (e.g., attendance, attrition, scorecards) to proactively identify trends, risks, or gaps, implementing data-driven corrective actions to ensure consistent delivery against business and client expectations.
• Client Relationship Management: Act as the primary bridge between the account, support functions, and the client. Lead regular performance and business reviews, present insights confidently, and professionally resolve concerns to maintain credibility and service excellence in a demanding environment.
• Team Leadership & Development: Lead, coach, and develop a team of Team Leaders through consistent one-on-ones and performance management. Recruit, train, and mentor staff in compliance with company policy, fostering a high-performance culture defined by accountability and engagement.
• Cross-Functional Collaboration: Partner with support teams—including WFM, Finance, HR, and Quality—to align operational delivery with business strategy. Participate in cross-functional forums to troubleshoot challenges, drive process improvements, and ensure unified execution.
• Financial & Resource Oversight: Drive commercial performance by managing forecasts, budgets, and staffing plans. Balance service delivery and cost control by accurately overseeing billable hours and resource requirements to meet both short- and long-term goals.
• Culture & Compliance: Promote operational best practices and company standards through visible leadership. Foster a positive, inclusive work environment while ensuring consistent resolution of employee relations matters and driving a culture of ownership.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.  

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