Operations Manager

Skyhigh Global is seeking an experienced Operations Manager to oversee an outsourced contact centre operation serving a UK-based client.

You will be responsible for leading Team Leaders, driving performance against key operational KPIs, improving customer experience, and ensuring consistent service delivery. This role acts as the primary link between the South African operation and senior leadership.

Key Responsibilities

• Lead and support Team Leaders to achieve operational targets.
• Monitor and improve KPI performance, including service levels, quality scores and customer satisfaction.
• Produce and present weekly and monthly performance reports.
• Manage performance improvement plans where required.
• Work closely with quality assurance and workforce planning teams.
• Drive continuous improvement initiatives across the operation.
• Act as the main operational contact for client stakeholders.

Requirements

• Proven experience as an Operations Manager within a contact centre or BPO environment.
• Strong understanding of KPI management and performance reporting.
• Experience leading and developing Team Leaders.
• Excellent communication, leadership and organisational skills.
• Strong analytical and problem-solving abilities.

What We’re Looking For

• A results-driven leader who takes ownership.
• Strong people management and coaching skills.
• Ability to work independently and make data-driven decisions.
• A proactive mindset focused on continuous improvement.

Apply Now

Submit your CV and a brief cover letter outlining your relevant experience.