Operations Manager, Randburg

Randburg, South Africa | Posted on 19/05/2026

Overview The Operations Manager is responsible for the end-to‑end leadership of a high-performance inbound and outbound sales contact center operation within the premium hospitality and loyalty sector. This is a commercially driven leadership role focused primarily on revenue growth, sales conversion, outbound campaign performance, retention, and operational scalability. The Operations Manager is accountable for achieving financial and operational targets while ensuring teams maintain premium guest engagement standards. While customer care and guest experience remain important components of the operation, the environment is fundamentally sales‑led and performance‑driven.

Revenue&Commercial Performance

Own overall inbound and outbound sales performance across the operation.

Drive conversion improvement, outbound productivity, retention performance, and ancillary revenue growth.

Develop and execute sales strategies aligned to campaign calendars, promotional activity, and loyalty initiatives.

Analyse operational and sales performance data to identify revenue opportunities and performance gaps.

Lead outbound sales and reactivation initiatives targeting loyalty and repeat guests.

Operational Leadership

Lead workforce planning and operational delivery to support revenue objectives.

Drive accountability across Supervisors and front‑line sales teams.

Maintain performance governance around conversion, occupancy, adherence, productivity, and revenue KPIs.

Ensure coaching frameworks are heavily focused on sales effectiveness and revenue generation.

Build and maintain a strong sales culture focused on accountability, urgency, competitiveness, and execution.

Develop frontline leadership capability in sales coaching, outbound management, and conversion optimisation.

Manage recruitment pipelines with emphasis on high‑performing sales talent.

Requirements

Minimum 5 years’ experience managing inbound and outbound sales contact center operations.

Strong commercial leadership capability with ownership of revenue and conversion targets.

Proven experience leading outbound sales, retention, or loyalty campaigns.

Prior BPO sales operations experience strongly preferred.

#J-18808-Ljbffr