Operations Manager – Durban

About the role

The Operations Manager will lead the Durban delivery centre, ensuring operational targets are met and business strategy is executed. Reporting to senior leadership, the role is accountable for performance, customer service excellence and driving growth across the call‑centre portfolio.

Key responsibilities

• Deliver operational targets and align with business strategy.
• Create and drive a strategic operating plan for the assigned area.
• Lead projects that foster cultural change and transformation.
• Manage change through effective leadership, coaching and support.
• Support team managers during periods of change and new‑starter onboarding.
• Grow the business by increasing sales and value.
• Maintain excellent customer service and execute performance‑improvement strategies.
• Conduct performance reviews and develop direct reports to achieve KPI, satisfaction and compliance goals.
• Manage staff attrition, address concerns proactively and ensure compliance with policies and legislation.

Required profile

• Matric qualification with English and Maths.
• Relevant tertiary qualification advantageous.
• Minimum five years call‑centre experience, including at least three years in a management capacity.
• Proven commercial acumen and strategic decision‑making ability.
• Demonstrated experience delivering enhanced performance through motivation and people development.

Required skills

• Thorough understanding of what delivers great customer service.
• In‑depth knowledge of business and service‑centre key performance indicators.
• Experience managing a call‑centre operation.
• Strong commercial acumen and effective decision making.
• Creativity in initiating incentives and campaigns to drive engagement and profitability.