Job Description

Our client based in Cape Town is seeking a Assistant Vice President to join their fast growing team within the BPO industry.

The primary responsibility of this role is to oversee the day-to-day operations which include, but is not limited to:
  • Capacity Planning
  • Adherence to Service Levels
  • Revenue Realization
  • Profitability
Performance Parameters:
  • Formulation and execution of capacity and staffing plans based on medium term business forecast
  • Negotiating and finalizing SLA’s with the client – contact negotiation
  • Implementing revenue and cost plans
  • Establishing a review / reporting mechanism with the client
  • Developing and approving incentive plans
  • Identify and champion black belt improvement projects
  • Review the progress of attrition action plans and check effectiveness
  • Provide leadership to team of mangers, assist managers and executives
  • Ensure compliance to all internal and client requirements like SOX,BS7799, ISO ect
Primary Internal Interactions:
  • VP Operations
  • HR & Training (Recruitment, HR & Training)
  • Migration Team
  • Facilities
  • Technology
  • Process Leadership
  • BD and Marketing
Primary External Interactions - Client Interactions:
  • Business owners
  • Procurement governance
  • Work Force Management team
  • Quality Assurance team
Technical Skills:
  • Excellent communication skills
  • Good computer navigation skills
  • Good keyboarding speed
  • Basic knowledge of offshoring technology set-up like Bandwidth utilization etc.
Process Specific Skills:
  • Inbound call center experience is essential.
  • Some level of experience in Back-office transaction processing preferred
  • P&C insurance, preferably US
Soft Skills:
  • Reasonable level of business perspective and capability to drive improvements based on benchmarks
  • Strong people management and leadership skills
  • Process Excellence methodology
  • Good cross-functional appreciation and capability to team with relevant others to drive business objectives
Education and Qualification

Graduation from a university or government – recognized private college degree program or 15 years of education including a diploma of three years or more from a government registered and nationally recognized educational institution.


• Minimum 8 years work experience, preferably from BPO background.
• Should have managed teams for at least 3 years

Working hours:

Salary: Market Related

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202147 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email


Employee Type
Full-Time Regular
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR