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Senior Operations Manager

Table View Cape Town, Province of the Western Cape, 7443 Cape Town City Centre, South Africa
Closing date
Jun 27, 2024

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Job Role
Contract Type
Full Time
We are looking for an experienced BPO operations guru to support the continued growth and expansion of Foundever Cape Town!


At Foundever, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time. Why not spend it realising your potential? We focus on you and, with your drive, look to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life pattern and competitive salary, we want to hear from YOU!


The focus of this job is on achieving results which are aligned with the big picture of the organisation and its strategic goals.

The Senior Operations Managers mission is to support both Foundever and our clients in achieving service, quality, contribution goals and associate engagement with a Can Do attitude across the site. You will convey strategic vision to the team and build consensus for any changes that is forthcoming. As a key leader you will be charged with making program level decisions that result in the greatest overall outcome for our clients, their customers, and our business.

You will Institute new policies, technology, equipment, workflows or whatever other changes can positively impact the business. You will also prepare and present regular QMS status, reports on internal business review meetings and also client facing meetings such as MBR, QBRs.


It is essential that you are an exceptional leader and that you have passion for management and customer excellence in order to create an environment for success with the ability to delegate and drive performance through your Operations Managers.

It is key that you are a confident and an experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.

You will be a self-assured competent manager with experience in driving KPI performance, client management, understanding financial budgets, forecasts, pricing models and bill to pay. You will be able to establish robust working relationships with both internal and external stakeholders.

It is key that you are a confident and have the ability to report on an analyse data and present this back in formal settings and to clients. You will have excellent communication skills, both verbally and in writing and are able to confidently present.


Operational Performance
  • Review performance for each client and provide support and accountability at each level.
  • Drive KPI performance.
  • Responsible for Foundever's global standard framework and other operating systems, policies and procedures, including development, implementation and continual improvement of processes to best achieve overall business goals.
  • Create a high performance environment through regular communications via team meetings, monthly one-on-ones and performance reviews with all direct reports, verify performance against operational and financial metrics and manage underperformance through improvement plans.

  • Ensure a process is in place to consistently deliver solutions to our clients on a proactive basis, to enhance the quality and decrease the cost of service delivery.
  • Participate in bids as appropriate.
  • Identify possible business opportunities for growth within the current business
  • Review and implement actions related to client satisfaction surveys to ensure a process of continuous improvement.
  • Communicate and escalate client issues to appropriate teams.
  • Serve as an effective business partner to multi-site clients, working in conjunction with peers; support the broader business line and corporate units to achieve goals.

Leadership and Management:
  • Promote an engagement management philosophy, living the Foundever values.
  • Development of the leadership team via succession planning and leadership development.
  • Promote coaching and development of associates through processes such as the continuous performance management (CPM).

Financial Performance:
  • P&L management
  • Forecasting/resource planning and prioritisation.
  • Achieve Revenue and Profit to EBTIDA.
  • Demonstrate sound fiscal management in achieving profitability goals to EBITDA level and proactive cash flow management.
  • Establish, monitor and maintain priorities to meet client, site and corporate goals.


Leadership: Exceptional leadership skills with ability to manage multiple teams and large groups of people.

Expertise: Minimum of 5 years' experience in a Contact Centre Operations Manager role.

Communication Skills: Excellent Interpersonal/communication skills, communicating at all levels.

Ability: Good numeric and verbal reasoning skills.

Critical-thinking: Effective problem-solving skills.

Employee perfomance: Performance Management skills.

Knowledge: Demonstrated knowledge of industry & general business management.


Salary: 60,000 - 70,000 ZAR per month (basic salary, paid in arrears)

Benefits: Medical aid and pension

Location: V&A Waterfront, Cape Town, 8001

Contracted Hours: 40 hours per week

Contract Duration: Permanent

Apply Now! We look forward to reviewing your application.

Foundever is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation.

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

[ever] creative. [ever] committed. [ever] connected.

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