We need a Senior Operations Manager,
Ascensos is an award-winning omnichannel contact centre dedicated to bringing a fresh approach to retail customer care. We believe that all customers deserve an exceptional customer experience. And that's what we deliver. We help brands, and their customers stay in love.
Whether it's clients or colleagues, delivering with a personal touch is truly important to us. We work with a diverse range of well-known retail brands, across many sectors, including; ALDI, River Island, KFC and Big Bus Tours.
What We’re Looking For
Ascensos is seeking a Senior Operations Manager to lead and shape the sales strategy for our Sky campaign.
This is a senior leadership role for someone with deep commercial contact centre experience who can translate strategy into sustained operational performance.
You’ll bring a strong track record in sales-led environments, a highly analytical mindset, and the credibility to operate as a trusted partner to a major UK brand, influencing decisions through insight, performance intelligence, and clear leadership.
What To Expect
In this role, you’ll take ownership of driving operational excellence across multiple lines of business, leading senior operational leaders and embedding a culture of accountability, innovation, and continuous improvement.
You’ll champion modern ways of working, use data to guide decision-making at scale, and proactively evolve processes to optimise sales performance and customer outcomes.
Working closely with both internal stakeholders and the client, you’ll play a pivotal role in shaping performance, strengthening partnerships, and ensuring the operation remains agile, scalable, and commercially strong.
Our typical shift pattern involves: 40 hours within the week, Shifts covering Monday to Friday 11am-8pm (UK-time). Weekend and Public Holiday work may be required from time to time.
Please note. This position is based at our site in Gardens, Cape Town.
As part of #theAteam, you’ll receive full training and support to be the voice of our client’s brand. So, there’s no room for average.
Your role can include, but isn’t limited to:
- Sales Performance Management: Drive achievement of sales targets across multiple LOBs through effective leadership and strategy execution.
- Team Leadership & Development: Lead Operations Managers and Team Leaders, ensuring coaching, motivation, and career development of sales agents.
- Client Engagement: Serve as the operational point of contact for clients, ensuring satisfaction and proactive resolution of issues.
- Campaign Optimization: Monitor and improve campaign performance through data analysis, process refinement, and tactical adjustments.
- Workforce Planning: Oversee forecasting, scheduling, and resource allocation to meet campaign demands efficiently.
- Reporting & Insights: Provide actionable insights through regular reporting and performance reviews with internal and external stakeholders.
- Innovation & Change Management: Lead initiatives to improve sales processes, adopt new technologies, and enhance customer engagement strategies.
About You
We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills.
We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.
We think big and we’re looking for team members who think bigger, achieve more, and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!
- Minimum of 3 years as a Head of Operation Manager in a contact centre environment (preferable UK/US contact centre).
- Bring deep experience in sales/retentions/collections.
- Are highly analytical and data-driven.
- Are an exceptional communicator.
- Previous experience of providing the effective planning, organisation and development of a team.
- Build and maintain strong and long-term partnership with the client.
- Achievement of contractual KPI’s / SLA’s, as well as client satisfaction.
- Financial Forecasting and subsequent staff planning.
- Staff engagement and satisfaction.
- Understand clients’ needs to ensure a high level of service delivery.
- Identify opportunities to add value to clients’ programs through innovative solutions.
- Ensure structured feedback and communication channels among all contacts.
Benefits
- Full training & Support
- Up to R1000 performance bonus
- Medical Insurance*
- 10 days paid Study Leave*
- Maternity benefit**
- Well-being with Ky (onsite counselling)
- Free transportation home (door-to-door)
- Mid-month Travel Allowance
- Free onsite Flu Vaccine
- Monthly Recognition Awards
- Annual Recognition Awards Party
- Opportunities to progress your career with us (more than 90% of advancement & promotions comes from our internally developed talent pool)
- Access to our Learning & Development Talent SPA
- Offering 15 days paid Annual Leave
- Funeral benefit after 3 months
- A diverse & inclusive working environment
- Available post-6-month probationary period.
Join #theAteam
As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.
When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.
As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives.
DETAILS TO REGISTER FOR THIS JOB:
NOTE: Apply to this job with an ATS-friendly CV!
https://www.ascensos.com/join-us/job-search/cape-town-senior-operations-manager-sky/NOTE: Apply to this job with an ATS-friendly CV!
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