Senior Operations Manager - BPO Call Centre

About the role

Redial BPO is looking for a Senior Operations Manager (also called Call Centre Manager) to lead its BPO call centre operations in South Africa, serving internationally based clients (U.S. and UK). The role covers overall leadership, performance and profitability of one large client account or several smaller ones, ensuring operations meet client KPIs, service levels and compliance requirements. It leads a team of Operations Managers and Junior Operations Managers.

Key responsibilities

• Oversee end-to-end delivery of client programs, ensuring contractual service levels and KPIs are met, and develop and monitor operational strategies for productivity, quality and customer experience.
• Analyze performance trends, plan resources and capacity, and work with QA, Workforce, IT and L&D.
• Lead, mentor and coach Operations Managers, Junior Operations Managers and Supervisors, and partner with HR on performance management and disciplinary matters.
• Act as primary client contact, run business reviews, communicate performance and risks, and handle escalations.
• Ensure compliance with company policy, client contracts, South African labour law, POPIA and standards such as ISO, HIPAA and PCI DSS, and work with Quality Assurance and Continuous Improvement.
• Produce accurate operational reports for Redial leadership and clients, and contribute to the growth and scalability of Redial BPO.

Required profile

• Minimum 5 years in BPO call center management, including at least 2 years in a senior leadership role.
• Bachelor's degree in business administration, Operations Management or a related field is a plus.
• Fluent in spoken and written English.
• Strong knowledge of the South African BPO landscape and labour legislation; experience managing international clients (U.S., U.K. or E.U.) is advantageous.

Required skills

• Workforce management tools, CRM systems and Microsoft Office Suite.
• Lean, Six Sigma or continuous improvement knowledge preferred.
• Familiarity with remote and hybrid workforce models.