Operations Manager Inbound Sales (Sky)

Ascensos is looking for an experienced Operations Manager to lead an Inbound Sales operation on behalf of our client, Sky.

This role is suited to someone who thrives in a fast-paced contact centre environment, combines commercial thinking with strong people leadership, and knows how to turn performance data into meaningful action.

You’ll bring credibility in sales-led operations, a collaborative mindset, and the confidence to partner closely with a high-profile client while driving consistent results.

You can expect to take full ownership of operational performance for an inbound sales team, balancing client expectations, commercial targets, and colleague development.

Ascensos will provide a supportive, high-performance environment with structured training and clear frameworks, enabling you to lead with clarity, integrity, and impact.

In return, you’ll immerse yourself in the client’s brand, lead with transparency, and champion a culture where quality, honesty, and continuous improvement sit at the heart of everything you do.

Our typical shift pattern involves: 40 hours within the week, Shifts covering Monday to Friday 10am-8pm (UK-time).

Please note. This position is based at our site in Gardens, Cape Town.

As part of #theAteam, you’ll receive full training and support to be the voice of our client’s brand. So, there’s no room for average.

Your role can include, but isn’t limited to:

Client Relationship Management:

• Work closely with our client to fully understand the brief, their culture, brand, products, and requirements.
• Establish an efficient and effective communication dialogue, which is in line with the client’s expectations.
• Ensure the client’s requirements in relation to staffing levels are understood and delivered.
• Provide support to the client in identifying potential efficiencies and savings wherever possible.
• Translate the client’s requirements into operational actions in a timely and efficient manner.

Corporate:

• Work closely with fellow members of the team to develop and implement tactical solutions to enable achievement of corporate targets.
• Effective communication of information between the Account and all other relevant departments to ensure all clients’ and Digital Tribe’s goals are achieved.

Performance Management:

• Manage operational performance to meet and exceed company and client expectations.
• Ensure a performance management culture is developed throughout the account where results are measured both in qualitative and quantitative terms and above average performance is consistently rewarded.
• Develop and implement uniform and standardised operational processes across the account at all operational levels.
• Work with relevant departments to gain efficiencies and to meet the fluctuations in demands of the account
• Monitor and analyse reports, identifying trends and using information to make continuous improvements in processes, procedures and working practices.
• Deliver to monthly targets based on agreed budgets, client volume forecasts and resource planning forecasts. A daily overview of performance (financial and SLAs) to targets stating reasons
• Produce weekly and monthly top-level report detailing key performance indicators and corrective action plans as required.

People Development:

• Ensure implementation and execution of structured development plans across the project
• Work with the HR team on the development, implementation and management of structured recruitment and employee development plans focussed on optimising productivity and quality
• Identify, nurture and develop future senior operational managers enabling the business to grow rapidly utilising ‘home grown’ talent.
• Work with the training team on the identification of training needs and subsequent resolution thereof.

We believe that happy people keep people happy, so we’re looking for people who have excellent interpersonal skills and strong analytical skills.

We’re delighted to drive innovation on-site day after day, so it’s a plus if you’re inventive and creative; we say yes to fresh new ideas to boost productivity, so reach out and help us shape the future.

We think big and we’re looking for team members who think bigger, achieve more, and work smarter. Full training will be provided, but we want to hear from you if you have the following skills!

• Minimum of 3 years Sales/Retention/Collection Leadership experience in contact centre environment (preferable UK/US contact centre).
• Previous experience of providing the effective planning, organisation and development of a team.
• Motivate, develop, coach, train, and induct employees to set performance standards, recognise achievement and deal with performance issues.
• Build and maintain strong and long-term partnership with the client.
• Achievement of contractual KPI’s / SLA’s, as well as client satisfaction.
• Financial Forecasting and subsequent staff planning.
• Staff engagement and satisfaction.
• Employee Development / Career pathing.
• Manage all accounts in a structured and professional manner through proactive communication.
• Understand all clients’ needs to ensure a high level of service delivery.
• Identify opportunities to add value to clients’ programs through innovative solutions.
• Ensure structured feedback and communication channels among all contacts.

• Full training & Support
• Up to R1000 performance bonus
• Medical Insurance*
• 10 days paid Study Leave*
• Maternity benefit**
• Well-being with Ky (onsite counselling)
• Free transportation home (door-to-door)
• Mid-month Travel Allowance
• Free onsite Flu Vaccine
• Monthly Recognition Awards
• Annual Recognition Awards Party
• Opportunities to progress your career with us (more than 90% of advancement & promotions comes from our internally developed talent pool)
• Access to our Learning & Development Talent SPA
• Offering 15 days paid Annual Leave
• Funeral benefit after 3 months
• A diverse & inclusive working environment

*Available post-6-month probationary period.
**Available after 1 year of service.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives.