Reporting To: Chief Operating Officer and Chief Executive Officer Type: Full-Time Hours: EST based| AMERICAN HOURS Company Overview IntelliBPO is a premier Business Process Outsourcing (BPO) provider based in South Africa, focused on delivering flexible, cost-effective, and uninterrupted omnichannel customer experience solutions to leading global companies. We pride ourselves on leveraging technology, strategic processes, and highly skilled staff to drive business growth for our clients. Role Summary The Operations Manager is a critical leadership role responsible for the end-to-end performance and profitability of multiple BPO campaigns and accounts. This individual will be the driving force behind operational excellence, leading teams, managing client relationships, ensuring budgetary control, and fostering a high-performance culture aligned with IntelliBPO’s strategic goals. Key Responsibilities The Operations Manager will oversee five core areas of the business: 1. Overall Operational Management & Campaign Leadership Strategic Oversight: Direct the day-to-day operational activities across all assigned BPO campaigns, ensuring adherence to Service Level Agreements (SLAs), operational metrics, and overall performance targets. Process Improvement: Identify, develop, and implement continuous improvement strategies to enhance efficiency, quality, and productivity within the contact centre environment. Technology Utilisation: Collaborate with the Technology team to optimise the use of omnichannel platforms and digital customer experience (DEX) services to drive campaign success. 2. Account and Client Management Client Relationship: Serve as the primary operational point of contact and trusted advisor for key client stakeholders, ensuring clear communication and prompt resolution of issues. Performance Review: Lead regular business review meetings (QBRs) with clients, presenting comprehensive performance reports, identifying trends, and proposing strategic initiatives for growth and enhanced client success. Account Growth: Identify opportunities for campaign expansion and new service deployment based on client needs and operational capability. 3. Employee Relations & People Management Culture & Engagement: Cultivate a positive, high-energy, and engaging work environment that promotes employee morale, motivation, and retention, consistent with South African labour laws and BPO best practices. Performance & Development: Oversee the performance management lifecycle, including goal setting, coaching, training needs identification, and succession planning for Team Leaders and Agents. Staffing & Compliance: Partner with HR to manage workforce planning, recruitment forecasting, and ensuring operational compliance with all internal policies and regulatory requirements. Qualifications and Requirements Experience: Minimum of 5-7 years of progressive management experience within a high-volume Business Process Outsourcing (BPO) or Contact Centre environment. Education: A relevant tertiary qualification (Diploma or Degree) in Business Management, Operations Management, or a related field is preferred. BPO Expertise: Proven track record of managing large-scale, multi-channel campaigns (Voice, Chat, Email, Social Media) and successfully delivering against challenging client SLAs and KPIs. Financial Acumen: Strong understanding of operational finance, P&L management, budgeting, and cost control principles. Leadership Skills: Exceptional leadership, interpersonal, and communication skills with the ability to motivate and manage diverse teams. #J-18808-Ljbffr