Reporting to the Head of Operations (Cape Town) and CEO, the Operations Manager is accountable for the day-to-day leadership and performance of an assigned campaign, account or shift at CXG’s Mutual Park or Century City site. The role directly manages a team of Team Leaders/Shift Supervisors to ensure that contracted client SLAs, quality standards and people targets are consistently achieved across voice, digital and/or back-office operations.

This is a floor-facing, execution-focused management role. The successful incumbent will be a hands-on operator who thrives in a fast-paced, target-driven contact centre environment, is comfortable interpreting real-time performance data, and can coach and hold Team Leaders accountable for the day-to-day running of their teams.

Key Role Responsibilities:

Operational Delivery

• Manage the day-to-day running of the allocated campaign(s)/account(s), ensuring service levels, quality, productivity and othe...