Operations Manager

Job Title: Operations Manager Job Description Are you an experienced operations leader with a strong background in sales, customer service and performance management ? Do you thrive in a fast-paced environment where delivering an exceptional customer experience and achieving commercial results go hand in hand? Join our dynamic team supporting a leading automotive and motoring services business , known for helping customers with their vehicle needs through a combination of retail, sales, service and customer-focused solutions. As an Operations Manager , you will play a key role in leading high-performing teams, driving operational excellence and ensuring customers receive a seamless experience at every interaction. You’ll combine strong people leadership with a commercial mindset, using data, customer insight and performance results to improve outcomes and achieve business objectives. Join us as an Operations Manager in Cape Town (on-site) and help shape a customer-focused operation where people, performance and service come together. What you will do in this role As an Operations Manager, you will: Lead and oversee day-to-day operations, ensuring consistently high levels of customer service, sales performance and operational delivery . Take ownership of key Client Service Level Agreements (SLAs) and ensure operational performance consistently meets or exceeds agreed targets. Drive sales and revenue performance , identifying opportunities to improve conversion, productivity and overall commercial results. Monitor operational and sales performance through relevant KPIs, reports and data , identifying trends and implementing action plans where required. Coach, develop and manage the performance of direct reports and their teams, including setting expectations, allocating work and driving accountability. Build a strong performance culture focused on customer satisfaction, sales excellence and continuous improvement . Develop and implement best practices that improve operational efficiency, customer experience and commercial performance. Evaluate staffing requirements and workforce needs, working closely with relevant stakeholders to ensure the operation can respond effectively to changing business demands. Partner with internal support functions and client stakeholders to identify operational challenges, resolve issues and implement sustainable solutions. Participate in cross-functional meetings, providing operational insight and contributing to action plans that improve performance. Identify opportunities to enhance processes, reduce inefficiencies and improve the overall customer journey. Ensure teams remain focused on delivering an exceptional customer experience while achieving sales and operational targets . Support forecasting, budgeting and resource planning to contribute to short- and long-term business objectives. Your qualifications Concentrix is a great match if you have: Completion of Matric/Grade 12 (essential) . A relevant diploma or degree in Business Management, Operations, Sales, Customer Experience or a related field (preferred) . Minimum 3–5 years’ experience in a contact centre, sales or customer service environment , including at least 2 years’ experience in a Team Leader (internal) or currently at least 1 year in a Operations Manager role . Demonstrated experience managing sales and/or customer service operations and driving performance against measurable targets. Strong commercial awareness and an understanding of sales performance, revenue generation, conversion and customer experience metrics . Demonstrated ability to coach and develop teams through structured action plans, performance management and effective feedback. Strong leadership and people management skills, with the ability to mentor, coach and provide clear direction. Excellent analytical and problem-solving abilities, with the ability to use data to identify trends, improve processes and drive business outcomes. A strong customer-first