Operations Manager - Customer Service

Our Group Operations Division is looking for an Operations Manager for the Customer Support Team, which is known as One Team!

(This role is based in Gardens, Cape Town (South Africa))

About the Role

The Operations Manager is responsible for driving operational excellence, maximising efficiency, and leading a high-performing team of Team Leaders and Customer Support Agents. This role ensures the consistent delivery of service level agreements (SLAs), key performance indicators (KPIs), and strict compliance with company policies, quality standards, and attendance governance. The ideal candidate balances data-driven leadership with robust people-development strategies.

Key Responsibilities

Operational Delivery & SLA Management

• Drive day-to-day operational execution to consistently meet or exceed contractual SLAs and KPIs.
• Hold Team Leaders accountable to daily, weekly, and monthly performance targets through structured performance reviews.
• Oversee real-time queue management and agent utilisation across multiple shifts and geographies (ZA & IN).

Process Optimisation & Automation

• Conduct continuous process capability audits to eliminate operational bottlenecks, reduce waste, and improve productivity.
• Identify, scope, and champion automation opportunities (e.g., robotic process automation, script enhancements) to elevate customer experience and optimise cost-per-contact.
• Partner with product/tech teams to rigorously test and validate website/internal system changes before and after go-live.

Financial & Resource Efficiency

• Optimise staffing schedules against forecasted contact volumes and historical trends to minimise shrinkage and overtime costs.
• Manage operational budgets strictly, identifying cost-saving mechanisms while scaling operational capacity efficiently.
• Responsible for mitigating process and technical errors by identifying operational trends, conducting RCAs, and overseeing the delivery of corrective action items.

Customer Experience (CX) Governance

• Own the CSAT / NPS loop; analyse customer feedback trends to systematically fix upstream product issues or communication gaps.
• Act as the ultimate escalation point for high-calibre or high-risk customer complaints (including Social Media escalations), resolving them with a blend of commercial acumen and customer empathy.
  

Talent & Culture Development

• Cultivate a high-performance, metric-driven culture that balances accountability with strong team morale and engagement.
• Oversee targeted training, upskilling, and mentorship pipelines across the operational tiers.
• Partner with HR to execute timely recruitment, performance interventions, and formal counselling procedures when necessary.

Strategic Reporting & Ad-Hoc

• Deliver robust operational reporting, trend analyses, and executive summaries to Senior Management.
• Execute ad-hoc strategic projects as dictated by shifting business needs.

Job Requirements

Qualifications & Experience

• Minimum 6 years of experience in the Travel Industry / Call Center Operations.
• At least 4 years in a distinct Senior Management / Operations Manager role within a high-volume BPO or contact centre environment is essential.
• Technical Proficiency: GDS proficient—Amadeus expertise (including a deep understanding and implementation of complex fare rules).
• Proficient in MS Excel and the broader MS Office / GSuite ecosystems.
• Demonstrated experience in Workforce Management (WFM), capacity planning, and managing real-time queue dynamics.
• Track record of leading large-scale process migrations, automation projects, or tech implementation within a travel operations framework.
• Robust experience in performance management, conflict resolution, and employee relations.
• Education: Grade 12 required; a relevant Tertiary Qualification (Commerce, Business Management, or Operations) is highly advantageous.

Core Knowledge & Skills

• BPO Metrics Rigour: Deep understanding of contact centre metrics (ASA, AHT, CSAT, FCR, Shrinkage, and SLA adherence).
• Analytical Capability: Ability to translate raw operational data into actionable performance improvement plans.
• Change Management: High adaptability with a proven ability to lead teams through structural, technical, or procedural shifts.
• Communication & Assertiveness: Exceptional verbal and written English communication skills; commanding presence with the ability to influence cross-functional stakeholders.
• Solution-Driven Mindset: Proactive problem solver who leverages root-cause analysis rather than treating symptoms.

Functional Competencies

• Data & Trend Analytics: Provides statistical performance tracking; ability to build data-backed business cases.
• Workforce Rigour: Practical knowledge of scheduling, forecasting, and real-time intra-day management.
• Travel Best Practices: Expert-level knowledge of global ticketing, disruptions, and Amadeus GDS functionalities.
• Continuous Improvement: Familiarity with process improvement methodologies (e.g., Lean, Six Sigma, COPC standards) is highly valued.
• People Leadership: Advanced capability in performance coaching, progressive discipline, and remote team management.

Behavioural Competencies

• High Level of Urgency: Operates effectively under pressure in a fast-paced environment.
• Decisiveness: Ability to make sound commercial decisions quickly based on data points.
• Change Resilience: Highly adaptable, emotionally intelligent, and capable of guiding teams through ambiguity.
• Detail Orientation: Uncompromising commitment to accuracy, data integrity, and policy compliance.
• Assertive Collaboration: Comfortably challenges the status quo while maintaining strong, collaborative stakeholder relationships.

About the team

The Team is the engine room of our Group Travel Operations. We support multiple global regions and brands, managing complex customer interactions and fulfilment. Utilising our robust in-house system (TCC), we collaborate as a unified front to ensure that buying and modifying air travel is a seamless experience for thousands of clients daily. We value expertise, sharp wit, and a shared passion for the aviation and travel industry