After Hours Operations Manager

Are you someone who thrives in a team-oriented environment where collaboration and efficiency are at the heart of daily operations? Join a dynamic organization in the BPO/ Call Centre and Customer Services industry that values resilience, leadership, and continuous improvement. Our client, a well-established company committed to operational excellence, is looking for a dedicated After Hours Operations Manager to lead their Gauteng-based team.

Duties:

• Ensure team achieves and maintains agreed SLA’s, manages calls, and identifies training needs.

• Oversee timely submission of reports, including division, quarterly board, and management reports.

• Promote and ensure 100% adoption of systems such as Sabre, Amadeus, RappUp, AGM, JIRA, OBT's, and Papertrail.

• Manage transaction processing, standby and overtime hours, and policy compliance.

• Oversee onboarding, offboarding, recruitment, and continuous team upskilling.

• Monitor and measure work quality and outputs, ensuring compliance and efficiency.

• Keep team rosters updated in line with Labour Law Act guidelines.

• Prepare and present quarterly reviews, insights, and analysis for senior management and the board.

• Drive technological adoption and process improvements.

• Manage all requests and escalations efficiently, ensure accurate reporting, and mitigate financial losses.

• Support staff transitions with structured plans and training, ensuring a resilient team environment.

Requirements:

• Must have a Diploma or Equivalent (Non - Negotiable)

• Must have a minimum of 5 years managing a team

• 5 to 10 years of relevant experience in Customer Service or BPO/ Contact Centre management.

• Strong leadership, coaching, and team development skills.

• Proficiency in Analysis, Management, and Microsoft Office tools.

• Knowledge of RPE systems and process optimization.

• Familiarity with call management and reporting systems.

• Understanding of Labour Law Act related to team scheduling and rostering.

Nice to Have:

• Experience with Amadeus, Sabre, RappUp, AGM, JIRA, OBT's, and Papertrail.

Benefits:

• Opportunity to lead a resilient team in a forward-thinking environment.

• Hybrid work model supporting work-life balance.

• Competitive salary package (negotiable) with potential for growth.

If you are ready to lead a dedicated team in a role that values operational excellence and strategic leadership, we invite you to apply now. Take the next step in your career and make a meaningful impact in a respected organization.