Senior Group Manager: Operations (Airline)

TL;DR

Senior Group Manager: Operations (Airline): Overseeing strategic and day-to-day call center activities to ensure high performance and operational efficiency with an accent on workforce planning and client relationship management. Focus on leading large cross-functional teams, driving continuous process improvements, and maintaining quality standards during graveyard shifts.

Location: Must be based in Cape Town, South Africa (Onsite)

Company

hirify.global is a global Business Process Management leader providing domain-specific expertise to over 400 clients across various industry verticals.

What you will do

• Lead and motivate large cross-functional teams to achieve performance goals.
• Manage day-to-day call center operations, including workforce planning and quality assurance.
• Drive continuous process improvements to enhance operational efficiency and customer satisfaction.
• Manage budgets and ensure compliance with company policies and quality standards.
• Collaborate with clients to manage relationships and meet business objectives.
• Analyze performance data to identify trends and implement strategic improvements.

Requirements

• Relevant Degree required.
• 8+ years of experience in call center operations.
• At least 3 years in a senior management or leadership role.
• Proven ability to lead large teams across multiple functions.
• Strong knowledge of call center metrics, workforce management, and process optimization.
• Proficiency in CRM systems and call center platforms like Salesforce, NICE, or Five9.
• Must be available for graveyard shifts (12 AM - 9 AM, Monday to Sunday rotational).

Nice to have

• Experience in the Travel and Airline industry.

Culture & Benefits

• Structured career path and professional development opportunities.
• Access to coaching and mentoring programs.
• Culture of outperformance and employee engagement.
• Opportunities to contribute to community initiatives through the hirify.global Cares Foundation.