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Expect scenarios on workforce and capacity planning for voice queues, root-cause analysis when AHT or abandon rates slip, coaching underperforming agents, and how you partner with tooling or process owners. Prepare concrete metrics you owned and trade-offs you made under volume spikes.
Strong fit if you have managed voice or contact-center operations end-to-end—people, process, and metrics—and can lead on-site in Cape Town. Thin public company data on Nebula means culture and stack details should come from the interview.
As Voice Operations Manager at Nebula in Cape Town, a typical day centers on voice-channel performance: staffing and queue health, quality and coaching loops, escalation handling, and clear handoffs with product, tech, and frontline leads so service levels stay steady during peak traffic.
No. The listing is Cape Town based and marked non-remote.
Voice operations leadership: queue performance, quality, coaching, and cross-team coordination for Nebula’s voice channel.
Cape Town, Western Cape, South Africa (City of Cape Town metro area).
Website: nebula.com
Public cache only — not an employee review.
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 To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
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