Senior Operations Manager – BPO

About the role

We are looking for an experienced Senior Operations Manager to lead large‑scale customer service operations within a dynamic BPO environment in Durban. This role offers the chance to shape high‑performing teams, drive operational excellence, and ensure exceptional customer experiences.

Key responsibilities

• Lead and develop multiple customer service operations.
• Drive 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.

Required profile

• At least 2 years’ experience as a 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.
• Proven ability to improve operational performance and deliver results.
• Desirable: experience in healthcare or telehealth operations, supporting US‑based clients, or working with international accounts.

Required skills

What we offer

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