Operations Manager

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Job Description

Are you an experienced operations leader with a strong background insales, customer service and performance management? Do you thrive in a fast-paced environment where delivering an exceptional customer experience and achieving commercial results go hand in hand?

Join our dynamic team supporting a leadingautomotive and motoring services business, known for helping customers with their vehicle needs through a combination of retail, sales, service and customer-focused solutions.

As anOperations Manager, you will play a key role in leading high-performing teams, driving operational excellence and ensuring customers receive a seamless experience at every interaction. You’ll combine strong people leadership with a commercial mindset, using data, customer insight and performance results to improve outcomes and achieve business objectives.

Join us as anOperations Manager in Cape Town (on-site) and help shape a customer-focused operation where people, performance and service come together.

What you will do in this role

As an Operations Manager, you will:

• Lead and oversee day-to-day operations, ensuring consistently high levels ofcustomer service, sales performance and operational delivery.

• Take ownership of keyClient Service Level Agreements (SLAs) and ensure operational performance consistently meets or exceeds agreed targets.

• Drivesales and revenue performance, identifying opportunities to improve conversion, productivity and overall commercial results.

• Monitor operational and sales performance through relevantKPIs, reports and data, identifying trends and implementing action plans where required.

• Coach, develop and manage the performance of direct reports and their teams, including setting expectations, allocating work and driving accountability.

• Build a strong performance culture focused oncustomer satisfaction, sales excellence and continuous improvement.

• Develop and implement best practices that improve operational efficiency, customer experience and commercial performance.

• Evaluate staffing requirements and workforce needs, working closely with relevant stakeholders to ensure the operation can respond effectively to changing business demands.

• Partner with internal support functions and client stakeholders to identify operational challenges, resolve issues and implement sustainable solutions.

• Participate in cross-functional meetings, providing operational insight and contributing to action plans that improve performance.

• Identify opportunities to enhance processes, reduce inefficiencies and improve the overall customer journey.

• Ensure teams remain focused on delivering anexceptional customer experience while achieving sales and operational targets.

• Support forecasting, budgeting and resource planning to contribute to short- and long-term business objectives.

Your qualifications

Concentrix is a great match if you have:

• Completion ofMatric/Grade 12 (essential).

• A relevant diploma or degree inBusiness Management, Operations, Sales, Customer Experience or a related field (preferred).

• Minimum3–5 years’ experience in a contact centre, sales or customer service environment, including at least2 years’ experience in a Team Leader (internal) or currently at least 1 year in a Operations Manager role.

• Demonstrated experience managingsales and/or customer service operations and driving performance against measurable targets.

• Strong commercial awareness and an understanding ofsales performance, revenue generation, conversion and customer experience metrics.

• Demonstrated ability to coach and develop teams through structured action plans, performance management and effective feedback.

• Strong leadership and people management skills, with the ability to mentor, coach and provide clear direction.

• Excellent analytical and problem-solving abilities, with the ability to use data to identify trends, improve processes and drive business outcomes.

• A strong customer-first mindset, with a demonstrated understanding of how operational performance impacts the customer experience.

• Excellent communication and interpersonal skills, with the ability to effectively engage and present information to internal and external stakeholders.

• Demonstrated ability to organise and prioritise multiple projects in a fast-paced, deadline-driven environment.

• Ability to work well under pressure while maintaining a professional and solutions-focused approach.

• Familiarity withCRM systems, operational management tools and performance reporting platforms.

• Ability to effectively manage multiple priorities and adapt to changing business requirements.

• Willingness to work a flexible schedule.

If you feel you don’t check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it’s this or another role.

What’s in it for you

Discover the exceptional benefits we provide to our valued employees in South Africa as a testament to our commitment to their well-being and professional growth. As well asfull-time indefinite contracts, designed to support and grow our dedicated team, we offer acompetitive salary.

We offer generouslypaid annual leave starting with fifteen working days in your first year, with an additional day awarded each subsequent year up to eighteen days by the fourth year. Secure your future with ourPension & Provident Fund and enjoy peace of mind withcomprehensive medical insurance or aid tailored to your needs. Benefit frompaid sick leave and, after one year with us, enjoypaid maternity, parental, adoption, or commissioning parental leave.

We also offerpaid family responsibility leave after just four months of tenure. Experience further security with ourfuneral cover and advance your career through ourdevelopment programs and specialised courses.

Join us and thrive in a workplace committed to your well-being, professional development and success.

Power the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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