Job Description

We are looking for an Operations Manager to join our clients fast growing team.
Basic Function
Drive overall performance and manage outbound cold calling sales for a UK Insurance voice processes Life Insurance Business. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to sales per hour, call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Sales & attrition management will be a prime deliverable. In addition to service levels, Sales, People, Process and Client Management will be a prime deliverable.
Performance parameters:
  • Sales per hour at a process level
  • Employee Satisfaction, people development and morale
  • Process performance – as per KSFs over the month
  • Attrition within target levels
  • Improvement in quality and productivity
  • Customer Satisfaction
  • Any other essential function that may occur from time to time as directed by the Supervisor
  • Manage teams and ensure quality and productivity targets are met
  • Develop strategies on the floor for reducing attrition and improving employee satisfaction
  • Documented monthly performance review of Assistant Managers
  • Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
  • Mentor Agents and TLs for their growth and development
  • Drive reward and recognition activity on the floor
  • Drive process improvement activity on the floor using Process Excellence methodology
  • Review Performance of the KPIs on a near term basis and develop plans for improvement in performance
  • Stay in touch with the Client at the Process Owner level on regular basis to review progress
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
Competencies & Skills:
  • Prior Sales Experience preferably International Outbound Cold Calling Sales
  • People management and leadership skills
  • Capability to conduct an appraisal discussion Capability to communicate with large teams
  • Appreciation of the domain needs of the process and its key drivers
  • Reasonable level of business perspective regarding the internal functioning of BPO
  • Good Client facing skills
Values & Behavior:
  • Sales Mindset, determined, resilient, perseverant and persistent
  • Customer Service Orientation
  • Quality Orientation
  • People oriented
Education Requirements:
  • Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education
  • Work Experience Requirements
  • Overall 5 years of work experience in Business Process Off-shoring
  • Should have at least 3 years of supervisory experience in insurance business, preferably in the UK
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202265 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