Role : Operations Manager (Customer Service and Billing/ Technical Support / Sales and Retentions)
Location : Kingsmead
Times: Full-Time (45 hours per week)
Shifts: Monday to Sunday (8am – 8pm) on a rotational basis, including weekends and bank holidays
Job Summary
We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
Job Purpose:
As an Operations Manager, you will play a pivotal role in driving operational excellence within our Customer Service division. You’ll lead, develop, and inspire multiple teams to deliver a world-class customer experience, ensuring service levels, quality standards, and performance metrics are consistently exceeded. You’ll work cross-functionally to streamline processes, improve efficiency, and embed a culture of accountability, innovation, and customer obsession.
Key Responsibilities
Operational Leadership & Delivery
- Oversee the day-to-day operations of multiple customer service teams to ensure consistent and exceptional service delivery.
- Drive operational performance to meet or exceed KPIs, SLAs, and customer satisfaction targets.
- Analyse data and performance metrics to identify trends, risks, and improvement opportunities.
- Lead workforce planning, scheduling, and resource allocation in partnership with the Workforce and Planning teams.
- Ensure processes and systems are continuously improved for efficiency and scalability.
- People Leadership & Development
- Lead, coach, and mentor Team Leaders and Customer Service Executives to achieve excellence in performance and engagement.
- Foster a culture of collaboration, empowerment, and accountability across all levels of the operation.
- Conduct performance reviews, talent assessments, and succession planning.
- Drive learning and development initiatives to upskill teams and build leadership capability.
Customer Experience & Continuous Improvement
- Champion Nutun’s customer-first approach, ensuring empathy, efficiency, and accuracy in every interaction.
- Manage escalations and complex customer issues with professionalism and care.
- Collaborate with other departments (Technical Support, Billing, Installations, etc.) to ensure a seamless customer journey.
- Use data and customer feedback to inform process enhancements and strategic initiatives.
Strategic & Cross-Functional Collaboration
- Work closely with senior leadership to align operational strategy with company objectives.
- Partner with Technology, Sales, and Product teams to support new initiatives, launches, and process improvements.
- Contribute to operational planning, reporting, and budgeting.
- Represent Operations in cross-functional meetings and business reviews.
Key Requirements
- Minimum 3 years’ experience in operations management role within a customer service or contact centre environment (Telecoms or BPO advantageous).
- Proven experience leading large, high-performing teams.
- Analytical mindset with the ability to interpret data, identify insights, and drive decisions.
- Exceptional communication, stakeholder management, and influencing skills.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- Proficiency in CRM systems, reporting tools, and MS Office (especially Excel and Power BI).
- Adaptability to evolving systems, technologies, and customer needs.
Only candidates that meets the above requirement will be shortlisted and receive an invite to an interview. We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within a week from the closing date, please consider your application unsuccessful.