Position Objective:
The incumbent is responsible for overseeing assigned campaigns with a focus on effectiveness, efficiency, and measurable outcomes, collaborating closely with Account Managers and Quality Assurance Officers. This position is tasked with fostering operational excellence, upholding rigorous quality benchmarks, and guaranteeing alignment with client requirements, internal key performance indicators, and overarching strategic objectives.
Specialized Responsibilities include overseeing and implementing advanced technical processes to ensure operational efficiency and compliance with industry standards. These duties encompass analyzing complex systems, troubleshooting intricate issues, and optimizing workflows to enhance productivity and accuracy. Additionally, the role involves collaborating with cross-functional teams to integrate specialized solutions, conducting thorough risk assessments, and maintaining up-to-date documentation of procedures and outcomes. Proficiency in relevant software, tools, and methodologies is required to execute these tasks effectively, along with strong problem-solving abilities and meticulous attention to detail.
Interpret, record, and disseminate campaign-focused business requirements to appropriate stakeholders with clarity and precision.
Consistently uphold established quality standards and leverage QA insights to monitor progress, identifying and executing corrective actions wherever necessary.
Regularly assess operational workflows and procedures to uncover avenues for enhancement, increased efficiency, and elevated client satisfaction.
Develop and enforce uniform departmental processes that support strategic objectives and enhance operational efficiency.
Deliver consistent coaching, performance evaluations, and guidance to Account Managers and Quality Assurance Officers on an ongoing basis.
Provide guidance to struggling team members by diagnosing underlying issues and proposing tailored solutions, such as targeted training, strategic reallocation of resources, or necessary modifications to existing systems.
Collaborate with the L&D Manager to facilitate the delivery of essential training, professional development, and available resources for AM’s and Was, ensuring alignment with their performance goals.
Develop and refresh a “Top Performers Dashboard” on an ongoing basis to showcase outstanding achievements and establish performance benchmarks across campaigns.
Ensure escalation procedures are properly managed to uphold correct resolution pathways, with particular attention to client-sensitive cases.
Work in close partnership with the Head of Operations to oversee daily contact center functions, focusing on staffing, scheduling, and initiatives aimed at enhancing employee engagement.
Conduct structured feedback sessions for every client account, meticulously documenting obstacles while formulating strategic recommendations, which are then communicated through the Head of Operations to HR and other relevant departments.
Maintain complete accountability and ensure the prompt delivery of KPIs by Account Managers and Was.
Guide to Associate Managers in designing and implementing structured growth and development plans for Customer Success Engineers, utilizing performance data and feedback to inform decisions.
Ensure that Key Performance Indicators are clearly established for all positions, including Customer Support Engineers, Account Managers, Quality Assessors, and Trainers. Additionally, oversee the execution of monthly performance evaluations in partnership with the Quality Assurance and Learning & Development teams, followed by the implementation of suitable recognition or corrective measures as necessary.
Monitor campaign performance in real-time, offering strategic insights, decisive leadership, and targeted corrective actions to enhance overall delivery and effectiveness.
Analyze and document the customer journey for every client, pinpointing opportunities for enhancement across CRM systems like KATE and all contact center interactions.
Develop and maintain robust partnerships with designated clients through consistent engagement in weekly evaluations and by providing assistance during Monthly Business Reviews (MBRs) led by the Head of Operations.
Serve as an intermediary between the Head of Operations and key departments such as HR, IT, Finance, and Projects, ensuring the delivery of accurate and timely reports and updates.
Overseeing and directing team operations, the Manager ensures seamless workflow, optimal performance, and adherence to organizational objectives. This role involves leading, motivating, and developing team members while delegating tasks efficiently to drive productivity. The Manager monitors progress, evaluates performance, and implements strategies to enhance efficiency and meet departmental goals. Additionally, they foster collaboration, resolve conflicts, and maintain a positive work environment to support both individual and collective success.
Develop, establish, and enforce performance Key Performance Indicators (KPIs) for Account Managers and Quality Assurance Officers, ensuring clear communication and consistent implementation across both roles.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assurance (QA) professionals, analyzing data to detect patterns, pinpoint performance gaps, and assess areas where additional support may be necessary.
Cultivate a team environment characterized by high performance, accountability, and collaboration.
Perform structured performance evaluations with a focus on development for Account Managers (AM’s) and Quality Assurance (QA) personnel.
Foster a collaborative and encouraging workplace culture that empowers personal accountability and cultivates collective success.
Exercise discretion in elevating significant team or operational issues to senior leadership for timely resolution and strategic consideration.
Drive the development and execution of performance plans on a monthly, quarterly, and annual basis, leveraging data-driven insights to inform strategic decision-making.
Prepare routine updates regarding key performance indicator (KPI) progress, obstacles encountered, and strategies implemented to address them.
Establish and nurture transparent, respectful communication and trust among teams, with a particular focus on engaging Customer Success Engineers (CSE’s), Account Managers (AM’s), and Quality Assurance (QA) professionals. Foster an environment that actively invites feedback and promotes seamless cross-functional collaboration.
The recruitment criteria include a Bachelor’s degree in Computer Science, Engineering, or a related field, alongside a minimum of three years of experience in software development. Strong proficiency in programming languages such as Java, Python, or C++ is essential, as is experience with database management and cloud computing platforms. The ideal candidate will demonstrate excellent problem-solving skills, effective communication abilities, and a collaborative mindset. Additionally, familiarity with Agile methodologies and version control systems is required, and experience in DevOps practices is highly desirable.
Minimum of two years’ experience in a contact center leadership or operational management position, including oversight of service delivery and quality assurance functions, is required.
A bachelor’s degree in Business Administration, Management, Human Resources, or a closely related discipline is required.
Skills required for the role include proficiency in Microsoft Office Suite, particularly Excel, with advanced data analysis capabilities. Candidate must possess strong organizational and time management skills, with the ability to multitask effectively. Excellent written and verbal communication abilities are essential, along with keen attention to detail. Prior experience in a similar administrative or office support role is preferred, and familiarity with project management tools is a plus. The individual must demonstrate adaptability, problem-solving skills, and the capacity to work both independently and collaboratively in a fast-paced environment.
Exceptional proficiency in both written and verbal communication is required.
Demonstrated expertise in guiding teams and fostering leadership growth among team members.
Demonstrated ability to effectively utilize contact center software and generate insightful reports is required.
Employs a logical approach and demonstrates proficiency in resolving complex challenges through structured analysis and critical thinking.
Consistently demonstrates meticulous attention to detail and ensures thorough follow-through on all assigned tasks.
Proven skill in motivating, guiding, and enhancing productivity within cross-functional teams is essential.
Highly proficient in juggling multiple tasks, organizing workflows, and efficiently allocating time to meet deadlines.
Experienced in implementing and adhering to industry-leading contact center and CRM operational best practices.
go to method of application
To submit your application, please utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
