Operations Assistant Manager / Operations Manager - US Hours

We’re looking for an experienced and results-driven Operations Assistant Manager to join our Cape Town operations team.

This is a key leadership role for someone who can translate operational strategy into consistent day-to-day execution, lead Team Leaders and drive performance across service levels, quality, customer experience, attendance and overall operational delivery.

You’ll work closely with Operations, Workforce Management, HR, Training, Quality, Talent Acquisition and our clients to identify performance opportunities, implement action plans and ensure we consistently deliver against our commitments.

What you’ll be responsible for -

Operational Leadership & Performance

• Lead and manage a team of Team Leaders, ensuring strong performance, accountability and consistent operational execution
• Monitor and manage key operational metrics, including service levels, customer experience, quality, attendance and productivity
• Analyse operational reports and performance data to identify trends, risks and improvement opportunities
• Develop and implement action plans where performance or service levels are below target
• Ensure operational standards, policies and procedures are consistently applied
• Evaluate staffing and operational requirements and work with relevant stakeholders to respond to changing business needs

People Leadership & Development

• Select, develop, coach and manage Team Leaders to achieve operational and people objectives
• Conduct regular one-on-one sessions and performance reviews with direct reports
• Provide ongoing coaching, guidance and development to strengthen leadership capability
• Create a positive and engaged working environment where employees are accountable and supported
• Address employee relations matters professionally and in partnership with HR
• Build a culture of ownership, continuous improvement and high performance

Client Relationship Management

• Build and maintain strong, professional relationships with clients
• Participate in client performance reviews and operational meetings
• Monitor delivery against agreed Service Level Agreements and client KPIs
• Identify potential service delivery risks and implement remedial action within agreed timelines
• Communicate operational performance, challenges and improvement plans confidently to clients
• Identify opportunities to improve service delivery and consistently exceed client expectations

Cross-Functional Collaboration

• Work closely with HR, Training, Quality, WFM and Talent Acquisition to address operational challenges
• Participate in cross-functional performance reviews and translate insights into practical action plans
• Ensure operational requirements are effectively communicated to support functions
• Share best practices and identify opportunities for continuous improvement across the operation

Continuous Improvement

• Identify opportunities to improve processes, productivity and service delivery
• Implement operational best practices and monitor their effectiveness
• Proactively identify performance gaps and drive sustainable corrective action
• Use operational data and client feedback to improve performance and employee experience
• Support initiatives that strengthen overall operational efficiency and client satisfaction

What we’re looking for -

We’re looking for a leader who combines strong operational discipline with excellent people leadership and client management skills.

You should bring:

• Proven experience in an operations leadership role, preferably within a contact centre, BPO, outsourcing or high-volume customer service environment
• Experience managing Team Leaders and/or multiple operational teams
• Strong knowledge of KPI and performance management
• Experience managing metrics such as service level, quality, customer satisfaction, attendance and productivity
• Strong analytical and problem-solving skills
• Experience managing client relationships and participating in business reviews
• Demonstrated ability to identify performance gaps and implement effective improvement plans
• Strong people management, coaching and development capability
• Excellent verbal and written communication skills
• Ability to work effectively across multiple support functions
• Strong organisational skills with the ability to manage competing priorities
• A customer- and client-centric mindset

The leadership qualities we value

• Results-Driven – You take ownership of operational performance and hold yourself and your teams accountable.
• People-Focused – You develop leaders, coach for performance and create an environment where people can succeed.
• Client-Centric – You understand client expectations and consistently look for ways to strengthen service delivery.
• Analytical – You use data to understand performance, identify trends and make informed decisions.
• Solution-Oriented – You don't just identify problems; you take action and drive sustainable solutions.
• Collaborative – You know that strong operational results require partnership across Operations, HR, WFM, Training, Quality and Talent Acquisition.
• Adaptable – You can respond quickly and effectively to changing client and operational requirements.
• Accountable – You follow through on commitments and ensure agreed actions are delivered.

Why join us?

This is an opportunity to step into a key operational leadership position where you'll have direct influence over people development, client experience and business performance.

You’ll have the opportunity to lead Team Leaders, work directly with clients and collaborate with multiple business functions while driving measurable improvements across the operation.

If you’re an experienced operations leader ready to take the next step in your leadership journey, we’d love to hear from you.