Key Responsibilities<\/p>\n
Operational Performance & Delivery<\/p>\n
\tOwn and drive\u00a0daily, weekly, and monthly performance\u00a0across assigned business units
\n\tDeliver against key KPIs, including productivity, quality, and compliance
\n\tIdentify risks early and implement\u00a0timely, practical solutions
\n\tMaintain strong operating rhythms, including performance tracking and structured reviews<\/p>\n
Client & Stakeholder Management<\/p>\n
\tBuild and maintain strong relationships with\u00a0multiple client stakeholders
\n\tProvide clear, accurate, and\u00a0data-driven reporting and insights
\n\tManage expectations proactively and ensure alignment between client requirements and operational delivery<\/p>\n
Business Unit Performance & Growth<\/p>\n
\tIdentify opportunities to improve efficiency, productivity, and overall performance
\n\tSupport the growth and scalability of business units
\n\tContribute to commercial decision-making with a focus on sustainability and value<\/p>\n
People Leadership & Engagement<\/p>\n
\tLead and develop Team Leaders and operational teams
\n\tDrive a culture of accountability, engagement, and performance
\n\tAddress performance gaps effectively while maintaining a supportive team environment
\n\tEnsure high levels of staff engagement and retention<\/p>\n
Workforce Planning & Scheduling<\/p>\n
\tOversee workforce planning and scheduling across business units
\n\tEnsure staffing levels are aligned to operational demand and client requirements
\n\tMonitor attendance, absenteeism, and overtime usage
\n\tMake real-time adjustments to maintain performance and efficiency<\/p>\n
Cross-Functional Collaboration<\/p>\n
\tWork closely with HR, L&D, and QA to support operational outcomes
\n\tEnsure alignment between operational delivery and support functions<\/p>\n
Continuous Improvement<\/p>\n
\tDrive ongoing process improvements and operational efficiencies
\n\tPromote a culture of proactive problem solving and execution discipline<\/p>\n
Requirements<\/p>\n
\t5\u20138+ years\u2019 experience in a\u00a0BPO\/contact centre leadership role
\n\tProven experience managing\u00a0multiple campaigns or business units
\n\tExperience working with international clients (USA or UK preferred)
\n\tDemonstrated ability to improve performance and drive operational results<\/p>\n
Apply via company website ( ) or<\/p>\n
mango5.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/mango5.mcidirecthire.com","_company_name":"Mango5","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[14],"job-types":[12],"class_list":{"0":"post-35558","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-south-africa","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35558","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=35558"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35558"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35558"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}