Position: Senior Manager – Operations
Location: Sandton\Rosebank
Compensation: Negotiable
Start Date: ASAP
Reports To: Director of Operations
Lead. Innovate. Transform.
At Quantanite, we’re redefining Customer Experience (CX) and outsourcing by blending technology with human intelligence.
As a Senior Manager – Operations, you’ll play a pivotal role in driving operational excellence, ensuring seamless service delivery, and enabling client success. This is your opportunity to lead high-performing teams, optimize performance, and shape the future of our call centre operations.
Key Responsibilities
Operational Excellence & Performance Management
- Oversee multiple high-volume operational teams, ensuring adherence to KPIs and SLAs.
- Streamline workflows and optimize processes to enhance efficiency and service quality.
- Lead the onboarding and integration of new clients, ensuring smooth operational transitions.
- Collaborate with Workforce Management and Quality Assurance teams to maintain consistency and excellence.
People Leadership & Development
- Lead, mentor, and develop Call Centre Managers and their teams for peak performance.
- Foster a culture of accountability, engagement, and continuous improvement.
- Identify and nurture high-potential employees for growth and succession planning.
Client Relationship Management
- Serve as a strategic point of contact for key clients, ensuring their needs are met and expectations exceeded.
- Conduct regular business reviews to assess satisfaction and identify growth opportunities.
Financial & Resource Management
- Contribute to budget planning and ensure cost-effective operations aligned with revenue goals.
- Track and analyze performance metrics to support data-driven decision-making.
Strategic Impact & Innovation
- Partner with the Director of Operations to align strategies with overall business objectives.
- Lead transformation initiatives that enhance scalability, efficiency, and innovation.
- Identify operational risks and implement proactive mitigation strategies.
What You Bring
- 5–8 years of leadership experience in a BPO or high-volume contact centre environment.
- Bachelor’s degree in Business, Operations Management, or a related field.
- Proven track record of managing large teams and complex operations.
- Strong background in client relationship management and service delivery.
- Expertise in workforce planning, quality management, and financial performance metrics.
- Excellent communication, negotiation, and presentation skills.
Key Competencies
- Leadership & People Management: Inspires, motivates, and drives performance.
- Customer-First Mindset: Passionate about delivering exceptional service.
- Analytical Thinking: Uses data to solve problems and guide decisions.
- Adaptability: Thrives in a fast-paced, ever-evolving environment.
- Stakeholder Engagement: Builds strong relationships at all levels.
- Results Orientation: Proactive, innovative, and focused on continuous improvement.
What We Offer
- Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
- Training: Comprehensive technical and leadership training to support your growth.
- Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
- Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter.
Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them.
Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges.
To learn more visit us at www.quantanite.com.
