Senior Operations Manager

**UnifyCX** is looking for an extraordinary **Senior Operations Manager** to join our motivated and ambitious team in South Africa. Come be part of our growing operations and help shape the future of our newest location! ****What Will You Do?**** As a **Senior Operations Manager (SOM),** you will oversee the day\-to\-day performance and strategic direction of multiple accounts or lines of business within our contact center operations in South Africa. You will lead and develop Operations Managers and Team Leaders, ensuring that our teams consistently deliver exceptional customer experiences while meeting client expectations and business objectives. You will serve as a key partner to our clients, building strong relationships, understanding their business priorities, and translating operational performance into meaningful improvements. You will be responsible for driving account\-level performance, profitability, operational efficiency, and employee engagement while ensuring that our operations are positioned for sustainable growth. This role requires a strong balance of strategic thinking and hands\-on operational leadership. You will analyze business performance, identify opportunities for improvement, develop leadership talent, and build the operational structure needed to support new programs, account growth, and long\-term business success. **Key Responsibilities** **Operational Leadership and Performance:** * Oversee the day\-to\-day operations of multiple accounts or lines of business, ensuring consistent performance against client expectations and UnifyCX operational goals. * Lead, coach, and develop Operations Managers and Team Leaders, holding them accountable for performance, employee engagement, and operational results. * Drive account\-level performance across key performance indicators (KPIs), including service levels, quality, productivity, customer satisfaction, and other metrics defined by client agreements. * Develop and implement operational strategies and action plans to address performance gaps, improve efficiency, and achieve business objectives. * Establish and maintain operational processes, performance standards, and accountability structures that support consistent execution across accounts. **Client Partnership And Business Reviews** * Serve as a key point of contact for clients, building strong relationships and maintaining a clear understanding of their business needs and priorities. * Lead regular internal and client\-facing business reviews to present operational performance, financial results, risks, and improvement initiatives. * Translate performance data and customer insights into actionable recommendations that improve service delivery and strengthen client partnerships. * Proactively communicate operational challenges, performance risks, and business opportunities to clients and internal stakeholders. * Partner with clients and internal leadership to support program expansion, new business initiatives, and operational changes. **Financial Performance And Business Management** * Own and drive account\-level profitability and financial performance, including revenue, labor costs, operating expenses, and overall P\&L. * Identify opportunities to improve cost efficiency, optimize resource utilization, and strengthen account profitability without compromising service quality. * Partner with Finance and Workforce Management to review financial forecasts, staffing requirements, and budget performance. * Develop and execute strategies to meet or exceed financial targets while maintaining operational excellence. * Monitor business performance and implement corrective actions when financial or operational results fall below expectations. **Leadership Development And Employee Engagement** * Build a strong leadership pipeline by identifying, coaching, and developing high\-potential Operations Managers, Team Leaders, and support staff. * Establish a culture of accountability, continuous improvement, collaboration, and employee development. * Drive employee engagement, retention, and recognition initiatives that promote a positive and supportive workplace. * Ensure that leaders conduct effective coaching sessions, performance reviews, team huddles, and employee development discussions. * Support succession planning and organizational readiness to ensure operational continuity as the business grows. **Resource Planning And Operational Continuity** * Partner with Workforce Management and Recruiting to align staffing plans, hiring priorities, and operational capacity with client demand. * Ensure adequate leadership and support coverage to maintain business continuity across accounts. * Support the implementation and launch of new programs, including recruitment, training, operational readiness, and transition to steady\-state operations. * Develop scalable operational structures and processes that support business growth, new client launches, and account expansion. * Monitor staffing, attrition, attendance, and capacity risks, implementing appropriate action plans to maintain operational stability. **Quality, Compliance, And Risk Management** * Ensure compliance with company policies, client requirements, contractual obligations, and applicable South African employment and business regulations. * Establish and maintain operational controls, quality standards, and performance management processes across accounts. * Partner with Quality, Training, HR, and other support functions to address performance gaps, compliance concerns, and operational risks. * Ensure that corrective actions are implemented promptly and that recurring issues are addressed through sustainable solutions. * Promote a culture of ethical conduct, accountability, and continuous improvement. **Process Improvement And Strategic Growth** * Identify opportunities to streamline workflows, improve operational efficiency, and enhance the customer and employee experience. * Use data, business insights, and operational trends to guide strategic decisions and improvement initiatives. * Lead cross\-functional projects that support business transformation, account growth, and operational excellence. * Evaluate existing processes and implement scalable solutions that improve consistency and performance across accounts. * Support the Country Manager and senior leadership in developing and executing operational strategies aligned with UnifyCX's business objectives. **Who You Are** Ideal candidates for this position are strategic, commercially minded, and highly operational leaders with strong client\-facing communication skills. We are seeking an individual who can lead through Operations Managers and Team Leaders, drive measurable business results, and build a culture of accountability, continuous improvement, and employee development. You should be comfortable managing complex operations, making data\-driven decisions, overseeing financial performance, and balancing client expectations with business priorities. To be considered, candidates are expected to have the following: **Required Qualifications** * Matric Certificate * Proven experience leading contact center operations at the account or multi\-account level, with responsibility for operational performance and business outcomes. * Demonstrated experience managing and developing Operations Managers, Team Leaders, and other operational leaders. * Strong knowledge of account\-level financial management, including P\&L, budgeting, cost control, and profitability. * Proven ability to drive operational performance against client\-defined KPIs and service level agreements (SLAs). * Excellent client\-facing communication and relationship management skills, including the ability to present business performance and recommendations to senior stakeholders. * Strong analytical, critical\-thinking, and problem\-solving skills, with the ability to translate performance data into actionable strategies. * Experience managing employee performance, engagement, retention, coaching, and leadership development. * Knowledge of performance management practices, including performance development, corrective action processes, and rewards and recognition. * Strong organizational and project management skills, with the ability to manage competing priorities and operational challenges. * Competent information technology skills, including the ability to use reporting tools, dashboards, and business systems to monitor and manage performance. **Preferred Qualifications** * 5\+ years of experience in contact center operations management, with at least 3–5 years in a senior leadership or multi\-account management role. * Experience launching new programs, supporting site expansions, or managing large\-scale operational transitions. * Proven track record of improving operational efficiency, implementing cost\-saving strategies, and driving sustainable performance improvements. * Experience managing large teams and collaborating with cross\-functional departments, including Workforce Management, Recruiting, Training, Quality, HR, and Finance. * Ability to develop and execute long\-term operational strategies aligned with business objectives. * Experience leading projects, managing timelines, allocating resources, and delivering operational initiatives. * Proficiency in data\-driven decision\-making, including the use of KPIs, performance metrics, and analytics to guide business decisions. * Understanding of financial forecasting, budgeting, and resource planning. * A Master's degree or professional certifications in operations management, such as Lean or Six Sigma, is an advantage. ****What Success Looks Like**** The Senior Operations Manager drives consistent operational and financial performance across accounts, meets or exceeds client expectations, and develops a strong leadership team capable of delivering results independently. Operations Managers and Team Leaders are equipped to coach effectively, manage performance, and build engaged, high\-performing teams. Client relationships are strengthened through transparent communication, proactive problem\-solving, and meaningful business insights. The operation is financially sustainable, operationally efficient, and positioned for growth, with scalable processes and a strong leadership pipeline that supports new programs, account expansion, and long\-term business success. ****Who We Are**** UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman CX through a powerful blend of strategy, omnichannel support, analytics, and AI\-driven tools like recruitment AI, agent study buddy, voice of the customer (VoC), and automatic QA. Our engagement model prioritizes measurable results, like CES and retention, over outdated SLAs. With a focus on automation, talent enablement, strategic partnerships, and strict data protection, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact. **UnifyCX is a certified minority\-owned business and an EOE employer who welcomes diversity.**