- Company: Nebula
- Location: Cape Town, Western Cape
Nebula — company details are preparing and update automatically in a few seconds (or refresh).
Nebula is hiring a Voice Operations Manager (Cape Town Based) for a full-time position in Cape Town, Western Cape. This opportunity suits professionals ready to oversee voice operations locally while supporting team success in the region.
About the Role
The Voice Operations Manager (Cape Town Based) at Nebula will take charge of voice-related operational activities from our Cape Town, Western Cape base. In this full-time role you will drive efficient handling of voice channels, maintain service standards and coordinate resources so that day-to-day voice functions run smoothly for the organisation. The position is grounded in Cape Town and does not involve remote work arrangements.
Responsibilities
- Lead and supervise the voice operations team to deliver consistent high-quality outcomes across all voice interactions
- Monitor key performance indicators, call handling times and quality scores, then adjust processes to meet targets
- Develop and refine operational procedures for voice systems, including call routing, scripting and escalation paths
- Coordinate staffing schedules, training sessions and performance reviews to keep the voice team fully capable
- Collaborate with technical colleagues on telephony tools, systems upgrades and troubleshooting to maintain reliability
- Analyse operational data and prepare clear reports that highlight trends and recommend improvements
- Handle complex escalations while upholding compliance and service guidelines throughout the Cape Town location
Who We're Looking For
- Proven experience managing voice operations or equivalent contact-centre voice functions
- Strong leadership skills that inspire and develop a team of voice specialists
- Solid knowledge of telephony platforms, quality assurance methods and performance metrics
- Excellent communication abilities and the capacity to resolve issues under pressure
- Analytical mindset for interpreting data and implementing practical process enhancements
- Ability to work full-time on site in Cape Town, Western Cape as the Voice Operations Manager (Cape Town Based)
About the Company
Nebula is hiring for this role and offers a supportive team environment.
Applying for This Role
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Listing facts
- Role Voice Operations Manager (Cape Town Based)
- Employer Nebula
- Location Cape Town, Western Cape
- Type Full Time
- Posted July 16, 2026
- Apply by 2026-08-15
- Country context South Africa
- Overview Full original description on this page (326 words; rewritten for clarity, not a teaser paste)
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