Senior Operations Manager

Cactus Search

Date: 2 weeks ago
City: Durban, KwaZulu-Natal
Contract type: Full time

Senior Operations Manager/ Head of Operations – BPO

Salary: 40,000 – 45,000R per month

Job Type: Full-Time | Permanent on site (DURBAN)

About the Role

We are seeking an experienced Senior Operations Manager to lead large-scale customer service operations within a dynamic BPO environment.

This is an excellent opportunity for an operational leader who is passionate about delivering exceptional customer experiences, developing high-performing teams and driving operational excellence.

You will be responsible for leading multiple operations, ensuring client satisfaction, delivering against KPIs and SLAs, and creating a culture of continuous improvement.

Key Responsibilities

  • Lead and develop multiple customer service operations.
  • Drive operational performance against agreed KPIs and SLAs.
  • Coach, mentor and develop Operations Managers and Team Leaders.
  • Build strong relationships with internal stakeholders and external clients.
  • Manage workforce planning, productivity, quality and customer satisfaction.
  • Identify opportunities to improve processes and operational efficiencies.
  • Ensure high levels of employee engagement and retention.
  • Deliver regular business reviews and performance reporting.

We're looking for someone who has:

  • At least 2 years' experience as an Senior Operations Manager or Head of Operations.
  • Strong experience leading customer service/contact centre operations.
  • Previous experience working within a BPO environment.
  • Experience managing large operational teams and multiple leaders.
  • Excellent stakeholder management and communication skills.
  • A proven ability to improve operational performance and deliver results.

Desirable Experience

  • Healthcare or Telehealth operations.
  • Supporting US-based clients or customer service programmes.
  • Experience working with international accounts.

What's on Offer

  • Competitive salary of 40,000–45,000R per month.
  • Opportunity to join a growing organisation.
  • Career progression within a supportive leadership team.
  • A fast-paced, collaborative and people-focused environment.

If you're an experienced contact centre leader looking for your next challenge, we'd love to hear from you. Apply today with your updated CV -

For employers only

Is this your company's job post? Verify ownership to manage this listing and receive applications directly.

Claim this listing

Looking to apply for this job? Use the Apply button above.

See more jobs in Durban, KwaZulu-Natal