JOB DESCRIPTION OPERATIONS MANAGER -- AUSTRALIAN OPERATIONS Department: Operations Location: Umhlanga, Durban, KZN Reporting to: Senior Operations Manager Working Hours: Australian client hours, US, domestic and UK shifts Apply : THE OPPORTUNITY K2 Recruit is seeking an experienced Operations Manager to lead and optimise a large-scale contact centre operation supporting Australian clients across lead generation, customer service and technical support. This is a senior operational leadership role suited to a commercially astute, results-driven professional with a strong background in international BPO contact centre operations, client relationship management and P&L ownership. You will be responsible for leading a team of approximately 75--100 agents through a structure of Team Leaders and Team Managers, ensuring contractual performance targets are achieved while maximising profitability, client satisfaction and operational efficiency. The successful candidate will be a hands-on, energetic leader who thrives in a fast-paced environment, understands the commercial drivers of contact centre performance and knows how to build a high-performance culture through effective coaching, accountability and continuous improvement. PURPOSE OF THE ROLE To maximise the profitability and satisfaction of new and existing client relationships by leading and developing high-performing operational teams. The Operations Manager will ensure consistent delivery against contractual key performance indicators (KPIs) and service-level agreements (SLAs), while driving continuous improvement, operational efficiencies and stronger client partnerships. A key focus will be creating an environment in which employees feel valued, engaged and motivated to deliver consistently strong results. This will be supported by a structured operating rhythm, effective performance management, proactive stakeholder engagement and clear communication of operational performance and improvement initiatives. KEY RESPONSIBILITIES 1. Operational Leadership & Performance Management Lead, develop and manage a high-performing operation of approximately 75--100 agents through Team Leaders and Team Managers. Ensure all contractual and internal KPIs and SLAs are consistently achieved. Establish and maintain an effective operating rhythm encompassing performance reviews, coaching, accountability and continuous improvement. Monitor operational delivery, identify performance gaps and implement corrective action where required. Optimise productivity, quality, efficiency and overall service delivery. 2. Commercial Performance & P&L Management Take accountability for operational profitability and financial performance. Monitor P&L, costs, productivity and resource utilisation to ensure commercial targets are achieved. Identify opportunities to improve margins, maximise revenue and strengthen client profitability. Develop and implement strategies to improve operational efficiency and team productivity. Use performance data and commercial insights to drive informed operational decisions. 3. Client & Stakeholder Relationship Management Build and maintain strong relationships with international clients, particularly within the Australian market. Engage proactively with clients to review performance, address challenges and identify opportunities for improvement and growth. Communicate operational results, trends and improvement initiatives clearly and professionally. Manage competing client and stakeholder priorities while maintaining service delivery standards. Develop strategies that enhance client satisfaction, retention and long-term commercial relationships. 4. People Leadership & Development Build and maintain a high-performance culture that promotes accountability, inclusion and employee engagement. Coach, mentor and develop Team Leaders, Team Managers and agents to improve individual and team performance. Ensure employees feel valued, recognised and supported in achieving their targets. Work closely with HR on employee relations matters, performance management and disciplinary processes where required. Identify development opportunities and strengthen leadership capability within the operation. 5. Planning, Forecasting & Resource Optimisation Develop accurate operational plans and forecasts to ensure staffing levels meet contractual requirements. Optimise resource allocation, workforce productivity and operational capacity. Anticipate changes in client demand and adjust operational plans accordingly. Balance competing priorities and ensure the appropriate resources are available to maintain service levels. 6. Data Analysis, Reporting & Continuous Improvement Analyse operational data, performance trends and reporting to identify risks, opportunities and improvement areas. Produce meaningful reporting and commentary for internal leadership and external clients. Translate performance insights into practical, measurable action plans. Drive continuous improvement initiatives to enhance quality, productivity, customer experience and profitability. Collaborate with peer managers to share best practices, knowledge and available resources. 7. Quality Assurance & Operational Delivery Ensure all work produced by the operation meets client requirements, contractual obligations and internal quality standards. Identify shortcomings in delivery and implement corrective measures. Maintain a strong focus on customer experience, compliance, operational consistency and service quality. Ensure contact centre technology and processes are used effectively to support performance and reporting. MINIMUM QUALIFICATIONS & EXPERIENCE Matric certificate or equivalent. At least three years of senior leadership experience within international BPO or contact centre operations. Previous Operations Manager experience is essential. Demonstrable experience managing international client accounts and stakeholder relationships. Strong experience across lead generation, customer service and technical support operations. Significant P&L management experience and a strong understanding of operational profitability. Proven experience leading large teams through Team Leaders and/or Team Managers. Experience managing contractual KPIs, SLAs, productivity targets and client deliverables. Strong knowledge of contact centre technologies, operational reporting, data analysis and workforce planning. Experience in first-party collections is required or highly advantageous and should be confirmed during screening. KEY COMPETENCIES & ATTRIBUTES The ideal candidate will demonstrate: Strategic and operational leadership: The ability to translate business objectives into measurable operational results. Commercial acumen: Strong P&L understanding and the ability to identify opportunities to improve profitability. Client relationship management: Confidence in managing international stakeholders and communicating performance effectively. Data-driven decision-making: The ability to analyse performance trends, identify root causes and implement actionable solutions. People development: A genuine passion for coaching, mentoring and building high-performing teams. Influencing and communication: Excellent written and verbal communication, with the ability to influence stakeholders at different levels. Problem-solving: A proactive, solutions-oriented approach to operational challenges. Planning and prioritisation: Strong organisational skills and the ability to manage competing priorities under pressure. Resilience and adaptability: The ability to lead effectively in a fast-moving environment and respond to changing client requirements. Attention to detail: A disciplined approach to performance monitoring, reporting and contractual delivery. THE IDEAL LEADER The successful candidate will be a high-energy, commercially minded operations leader who is motivated by exceeding targets and delivering measurable results. They will have a strong understanding of international contact centre operations, be comfortable working with complex performance data and possess the ability to identify trends and turn insights into practical improvements. Equally important is a passion for people development. The ideal leader understands that sustainable operational performance comes from engaged employees, capable managers, clear accountability and a culture where people feel heard and supported. They must be comfortable leading under pressure, managing challenging client relationships and reprioritising quickly when operational demands change. WORKING HOURS Working hours will be flexible and aligned with client operational requirements across Australian, US, domestic and UK shifts. Candidates must be comfortable adapting their working schedule to support the needs of the business and its international clients. APPLY THROUGH K2 RECRUIT If you are an experienced international BPO Operations Manager who combines commercial insight, strong client engagement and a passion for building high-performing teams, we would like to hear from you. K2 Recruit connects top talent with opportunities where experience, leadership capability and organisational needs align.