After Hours Operations Manager
Are you someone who thrives in a team-oriented environment where collaboration and efficiency are at the heart of daily operations? Join a dynamic organization in the BPO/ Call Centre and Customer Services industry that values resilience, leadership, and continuous improvement. Our client, a well-established company committed to operational excellence, is looking for a dedicated After Hours Operations Manager to lead their Gauteng-based team.
Duties:
Ensure team achieves and maintains agreed SLA’s, manages calls, and identifies training needs.
Oversee timely submission of reports, including division, quarterly board, and management reports.
Promote and ensure 100% adoption of systems such as Sabre, Amadeus, RappUp, AGM, JIRA, OBT's, and Papertrail.
Manage transaction processing, standby and overtime hours, and policy compliance.
Oversee onboarding, offboarding, recruitment, and continuous team upskilling.
Monitor and measure work quality and outputs, ensuring compliance and efficiency.
Keep team rosters updated in line with Labour Law Act guidelines.
Prepare and present quarterly reviews, insights, and analysis for senior management and the board.
Drive technological adoption and process improvements.
Manage all requests and escalations efficiently, ensure accurate reporting, and mitigate financial losses.
Support staff transitions with structured plans and training, ensuring a resilient team environment.
Requirements:
Must have a Diploma or Equivalent (Non - Negotiable)
Must have a minimum of 5 years managing a team
5 to 10 years of relevant experience in Customer Service or BPO/ Contact Centre management.
Strong leadership, coaching, and team development skills.
Proficiency in Analysis, Management, and Microsoft Office tools.
Knowledge of RPE systems and process optimization.
Familiarity with call management and reporting systems.
Understanding of Labour Law Act related to team scheduling and rostering.
Nice to Have:
Experience with Amadeus, Sabre, RappUp, AGM, JIRA, OBT's, and Papertrail.
Benefits:
Opportunity to lead a resilient team in a forward-thinking environment.
Hybrid work model supporting work-life balance.
Competitive salary package (negotiable) with potential for growth.
If you are ready to lead a dedicated team in a role that values operational excellence and strategic leadership, we invite you to apply now. Take the next step in your career and make a meaningful impact in a respected organization.