Operations Manager | Johannesburg | Permanent

SUMMARY:
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POSITION INFO:
Join a dynamic organization committed to excellence in customer service delivery, where your leadership can make a tangible impact on operational outcomes. Our client, a leading entity within the contact center and digital solutions space, is seeking a seasoned Operations Manager to oversee and optimize their extensive call center operations. Duties: Lead daily operations across inbound, outbound, and blended call centre teams. Develop and implement operational strategies aligned with SLAs, KPIs, customer experience targets, and business objectives. Optimize workflow, resource allocation, capacity planning, and workforce scheduling. Drive continuous improvement in operational processes, controls, and service delivery. Ensure compliance with relevant regulations, company policies, data protection standards, and internal controls. Oversee digital collections campaigns via SMS, WhatsApp, AVM, and chatbot channels. Manage dialler configuration, campaign segmentation, and strategy. Use real-time data to enhance outreach effectiveness and recovery outcomes. Analyze dashboards, reports, and operational metrics to identify trends, risks, and opportunities. Implement corrective actions for underperformance and recognize high performers. Partner with BI, Quality Assurance, and Training teams to improve agent capabilities. Lead, coach, and develop Operations Managers, Team Leaders, and frontline staff. Drive employee engagement, retention, and a high-performance culture. Oversee workforce management and performance review processes. Act as an escalation point for client issues and ensure effective resolution. Maintain strong client relationships through regular communication and performance reviews. Collaborate with IT, HR, Training, Finance, and other stakeholders to align operations with organizational strategy. Identify operational risks, conduct root cause analysis, and implement mitigation strategies. Requirements: Minimum of 10 years' experience in operations management within a contact centre or digital environment. Strong leadership and people management skills. Proven ability to optimize workflows and resource planning. Expertise in analytics, compliance, and stakeholder management. Experience managing digital collections and multi-channel campaigns. Ability to analyze operational data and implement improvement initiatives. Excellent communication and client relationship skills. Nice to Have: Experience with AVM, WhatsApp, and chatbot channel management. Knowledge of call centre dialler systems and campaign segmentation. What We'll Give You: An opportunity to lead a high-performing team within an established organization. A competitive salary package. The chance to influence operational excellence and customer outcomes at a strategic level. If you're an experienced operations professional ready to elevate customer experience through innovative leadership, apply now to join this forward-thinking organization and become a key driver of their success.