Senior BPO Operations Manager

R55,000 to R85,000 CTCJohannesburg (Hybrid) or RemotePermanent

Lead day-to-day BPO operations across multiple client accounts, drive SLA compliance and manage team performance.

About the Role

You will oversee end-to-end BPO delivery for a portfolio of enterprise clients across financial services, retail and telecoms. The focus is SLA governance, team leadership and continuous improvement.

Responsibilities

Manage operations teams across inbound, outbound and back-office functions
Own client SLA delivery and escalation resolution
Drive process improvement and cost efficiency initiatives
Report to senior leadership on KPIs, headcount and capacity

Requirements

5+ years in BPO operations management
Proven track record managing 50+ FTE teams
Strong analytical and stakeholder communication skills
SA-based; able to travel to client sites as needed

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