Operations Sr Manager - Ride Sharing App - Ref Number: Req_00191298_ZA
TELUS · Cape Town, Western Cape
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →Description
Minimum Requirements
- 5+ years of experience in BPO / contact center operations
- 2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role
- Proven experience managing large-scale operations, ideally 300+ FTE
- Experience managing multiple LOBs, queues, or client programs
- Experience managing Team Leaders / Operations Managers and indirect reports
- Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity
- Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency
- Experience with client-facing operations and senior stakeholder management
- Proven experience creating and executing recovery plans for underperforming KPIs
- Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions
- Experience leading change management, process improvements, and operational transformation
- Strong written and verbal communication skills
- Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required
Strong knowledge of contact-center KPIs, including
- CSAT / Customer Satisfaction
- Quality
- AHT
- Service Level
- Attendance / Absenteeism
- Attrition
- Productivity
- SLA performance