Operations Assistant Manager / Operations Manager - US Hours

We’re looking for an experienced and results-driven Operations Assistant Manager to join our Cape Town operations team.This is a key leadership role for someone who can translate operational strategy into consistent day-to-day execution, lead Team Leaders and drive performance across service levels, quality, customer experience, attendance and overall operational delivery.You’ll work closely with Operations, Workforce Management, HR, Training, Quality, Talent Acquisition and our clients to identify performance opportunities, implement action plans and ensure we consistently deliver against our commitments.What you’ll be responsible for -Operational Leadership & PerformanceLead and manage a team of Team Leaders, ensuring strong performance, accountability and consistent operational executionMonitor and manage key operational metrics, including service levels, customer experience, quality, attendance and productivityAnalyse operational reports and performance data to identify trends, risks and improvement opportunitiesDevelop and implement action plans where performance or service levels are below targetEnsure operational standards, policies and procedures are consistently appliedEvaluate staffing and operational requirements and work with relevant stakeholders to respond to changing business needsPeople Leadership & DevelopmentSelect, develop, coach and manage Team Leaders to achieve operational and people objectivesConduct regular one-on-one sessions and performance reviews with direct reportsProvide ongoing coaching, guidance and development to strengthen leadership capabilityCreate a positive and engaged working environment where employees are accountable and supportedAddress employee relations matters professionally and in partnership with HRBuild a culture of ownership, continuous improvement and high performanceClient Relationship ManagementBuild and maintain strong, professional relationships with clientsParticipate in client performance reviews and operational meetingsMonitor delivery against agreed Service Level Agreements and client KPIsIdentify potential service delivery risks and implement remedial action within agreed timelinesCommunicate operational performance, challenges and improvement plans confidently to clientsIdentify opportunities to improve service delivery and consistently exceed client expectationsCross-Functional CollaborationWork closely with HR, Training, Quality, WFM and Talent Acquisition to address operational challengesParticipate in cross-functional performance reviews and translate insights into practical action plansEnsure operational requirements are effectively communicated to support functionsShare best practices and identify opportunities for continuous improvement across the operationContinuous ImprovementIdentify opportunities to improve processes, productivity and service deliveryImplement operational best practices and monitor their effectivenessProactively identify performance gaps and drive sustainable corrective actionUse operational data and client feedback to improve performance and employee experienceSupport initiatives that strengthen overall operational efficiency and client satisfactionWhat we’re looking for - We’re looking for a leader who combines strong operational discipline with excellent people leadership and client management skills.You should bring:Proven experience in an operations leadership role, preferably within a contact centre, BPO, outsourcing or high-volume customer service environmentExperience managing Team Leaders and/or multiple operational teamsStrong knowledge of KPI and performance managementExperience managing metrics such as service level, quality, customer satisfaction, attendance and productivityStrong analytical and problem-solving skillsExperience managing client relationships and participating in business reviewsDemonstrated ability to identify performance gaps and implement effective improvement plansStrong people management, coaching and development capabilityExcellent verbal and written communication skillsAbility to work effectively across multiple support functionsStrong organisational skills with the ability to manage competing prioritiesA customer- and client-centric mindsetThe leadership qualities we valueResults-Driven – You take ownership of operational performance and hold yourself and your teams accountable.People-Focused – You develop leaders, coach for performance and create an environment where people can succeed.Client-Centric – You understand client expectations and consistently look for ways to strengthen service delivery.Analytical – You use data to understand performance, identify trends and make informed decisions.Solution-Oriented – You don't just identify problems; you take action and drive sustainable solutions.Collaborative – You know that strong operational results require partnership across Operations, HR, WFM, Training, Quality and Talent Acquisition.Adaptable – You can respond quickly and effectively to changing client and operational requirements.Accountable – You follow through on commitments and ensure agreed actions are delivered.Why join us?This is an opportunity to step into a key operational leadership position where you'll have direct influence over people development, client experience and business performance.You’ll have the opportunity to lead Team Leaders, work directly with clients and collaborate with multiple business functions while driving measurable improvements across the operation.If you’re an experienced operations leader ready to take the next step in your leadership journey, we’d love to hear from you.