CX Delivery & Ops Manager (SA) needed at Hugo Tech

WHAT YOU’LL BE DOING

• The CX Delivery & Site Lead will establish and manage Hugo’s CX delivery operations in Cape Town. This leader will oversee local hiring, training coordination, client delivery oversight, and workforce performance — ensuring the site scales effectively while maintaining Hugo’s global standards for quality, efficiency, and culture.

Key Responsibilities

• Lead end-to-end setup of the CX delivery function in Cape Town, from initial hiring to operational readiness.
• Manage local team leads, trainers, and support staff to ensure smooth ramp-up and daily execution.
• Liaise closely with central Delivery, WFM, and QA teams in Lagos to align processes and performance reporting.
• Oversee hiring pipelines in partnership with the central Recruitment & HR teams.
• Coordinate onboarding and training schedules in collaboration with the L&D team.
• Ensure adherence to SLA, quality, and productivity standards for all projects running from Cape Town.
• Conduct regular performance reviews, coaching, and feedback sessions with TLs and agents.
• Support client onboarding and account transitions where Cape Town teams are involved.
• Drive a strong performance and service-obsessed culture within the site.
• Collaborate with the Office & Admin Coordinator to maintain a safe, productive, and engaging workspace.

Qualifications

• 5–7 years of experience in customer experience or operations management, preferably in BPO environments
• Proven ability to manage cross-functional delivery teams and multiple client accounts.
• Experience leading new site setups or scaling delivery hubs is highly preferred.
• Strong analytical and performance management skills (QA, WFM, CSAT, AHT, etc.).
• Excellent communication and stakeholder management across geographies.
• Demonstrated leadership in coaching, building, and motivating diverse teams.