Operations Manager

About the role

Redial BPO is seeking an experienced Operations Manager to lead and oversee daily operations, drive performance and ensure exceptional service delivery. The role manages teams, optimizes processes and achieves business and client objectives in a fast-paced environment. It is based on site in Johannesburg, working 1 pm to 7 am SAST, full time (45 hours per week), with flexible shifts as required.

Key responsibilities

• Measure operational results and calculate weekly productivity incentives; review productivity reports and operational rankings.
• Present operational results to clients and senior management.
• Monitor and execute strategies and action plans aligned with performance results and goals.
• Analyze absenteeism trends and employee turnover within assigned lines of business.
• Direct, organize, motivate and coordinate operational work teams.
• Conduct second-level interviews in recruitment to approve or decline candidates for Team Lead or Operations Supervisor roles.
• Report daily operational attendance to the administrative team and management.
• Authorize disciplinary actions and staff absences, ensuring service levels and occupancy requirements are met.
• Report operational losses linked to employee terminations or resignations to the appropriate stakeholders.

Required profile

• Bachelor's degree or equivalent experience (preferred).
• Advanced English (C1 or above required).
• Proven experience in an operations manager or similar leadership role (preferred).
• Strong leadership, coaching and team management skills.
• Ability to work flexible schedules based on business needs.

Required skills

• Excellent analytical and problem-solving abilities.
• Experience managing KPIs and performance metrics.
• Proficiency in MS Office.

What we offer

• The opportunity to lead high-performing teams in a dynamic environment.
• Exposure to strategic decision-making and client management.
• Career growth and leadership development opportunities.
• A collaborative and performance-driven culture.