Operations Manager (Call Centre)
First seen by Alion on Oct 30, 2026.
Location: Cape Town
Employment Type: Permanent
Salary: R40000 - R60000 Per Month
About the Role
We are looking for an experienced Customer Support Operations Manager to lead a multi-team customer support operation. Reporting to the Head of Customer Support, you will lead and develop a team of Team Leaders, driving service delivery, quality, productivity and operational efficiency.
The ideal candidate is a strong, fair and supportive leader who combines operational discipline with a genuine passion for coaching and people development. You will be responsible for building accountability, resolving complex customer escalations and driving continuous improvement across the department.
Key Responsibilities
- Oversee service delivery, quality and productivity across all Customer Support teams.
- Lead, coach and performance-manage Team Leaders, ensuring effective agent development.
- Manage workforce planning, capacity and resource allocation.
- Maintain quality standards and ensure critical errors and incidents are resolved.
- Handle complex customer escalations and drive root-cause analysis.
- Identify and implement process improvements to enhance customer experience and operational efficiency.
- Monitor performance data, identify risks and report on results to senior management.
- Collaborate with cross-functional teams to resolve operational challenges.
Requirements
- Minimum 6 years' contact centre experience, including at least 3 years leading Team Leaders.
- Experience managing performance across multiple support channels.
- Strong knowledge of contact centre operations, quality assurance and productivity metrics.
- Experience in workforce planning, capacity management and complex escalations.
- Proven ability to develop leaders, improve processes and drive measurable results.
- Strong analytical, communication and stakeholder management skills.
Advantageous: Technical and networking knowledge within a Tier 2 support environment.
Ideal Candidate
A firm but fair leader who is passionate about coaching, holds people accountable and leads through others. The successful candidate will be data-driven, calm under pressure, customer-focused and committed to continuous improvement.
Success in the Role
Success will be measured by improvements in service delivery, quality, operational efficiency, Team Leader effectiveness and customer experience.
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