Senior Manager (Internal)

Senior Manager - Operations

Location: Sandton, Johannesburg
Compensation: Negotiable
Start Date: ASAP
Reporting to: Director of Operations

Lead. Innovate. Transform.

At Quantanite, we’re redefining customer experience (CX) and outsourcing by blending technology with human intelligence. As a Senior Manager - Operations, you’ll play a pivotal role in ensuring seamless service delivery, insight driven operational excellence, and client success. This is your opportunity to lead high-performing teams, drive efficiency, and shape the future of our call centre operations by adopting AI practices.

What You’ll Be Doing

Operational Excellence & Performance Management

• Oversee multiple high-volume operational teams, ensuring they meet KPIs and SLAs.
• Optimise processes to enhance efficiency, improve service quality, and streamline workflows.
• Lead the onboarding and integration of new clients, ensuring smooth operational transitions.
• Collaborate with Workforce Management & Quality Assurance teams to drive consistency and excellence.
  

People Leadership & Development

• Lead, mentor, and develop Call Centre Managers and their teams to achieve peak performance.
• Foster a culture of accountability, engagement, and continuous improvement.
• Identify high-potential employees for growth and succession planning.
• Create a positive, people focused culture across your department driving positive Esat

Client Relationship Management

• Act as a strategic point of contact for key clients, ensuring their needs are met.
• Conduct regular business reviews to assess client satisfaction and identify opportunities for growth.

AI and system deployment

• Drive adoption of Quantanite’s AI driven initiatives across your campaigns 
• Drive internal systems and tools deployment 
• Create an AI focused culture amongst your teams to drive insights and efficiencies

Financial & Resource Management

• Contribute to budget planning and cost-effective operations while meeting revenue targets.
• Track and analyze performance metrics to make data-driven decisions.

Strategic Impact & Innovation

• Work closely with the Director of Operations to align operational strategies with business goals.
• Lead transformational initiatives that enhance scalability and efficiency.
• Identify operational risks and implement proactive solutions.

What You Bring to the Table

• 5–8 years of leadership experience in a BPO or high-volume contact centre
• Qualification in Business, Operations Management, or a related field.
• Proven track record in leading large teams and managing complex operations.
• Strong background in client relationship management and service delivery.
• Expertise in workforce planning, quality management, and financial performance metrics.
• Exceptional communication, negotiation, and presentation skills.

Key Competencies

• Strong leadership & people management – you inspire and drive performance.
• Customer-first mindset – a passion for delivering world-class service.
• Analytical & problem-solving skills – data-driven insights and decision-making.
• Adaptability & resilience – thrives in a fast-paced, ever-changing environment.
• Stakeholder engagement – influence at all levels, internally and externally.
• Proactive & results-driven – you don’t just manage, you inspire, innovate and improve.

Why Join Quantanite?

-Global Influence – Work with top-tier clients and shape the future of CX solutions.

- Career Growth – Lead impactful initiatives and advance in a high-performance environment.

- Innovative & Inclusive Culture – Join a team that values collaboration, diversity, and growth.
- Be a Change Maker – Drive AI, transformation and leave a lasting impact.