Position Objective:
To ensure the effective, efficient, and results-driven management of assigned campaigns by leading and supporting both Account Managers and Quality Assurance Officers. The role drives operational excellence, enforces quality standards, and ensures alignment with client expectations, internal KPIs, and overall strategic goals.
Specialized Duties:
Understand, document, and clearly communicate campaign-specific business requirements to relevant stakeholders.
Maintain strict compliance with established quality standards and quality assurance insights, monitor ongoing progress, and apply corrective actions whenever necessary.
Regularly assess operational workflows and procedures to uncover avenues for enhancement, heightened efficiency, and improved client satisfaction.
Develop and enforce departmental procedures that align with strategic directives and operational performance objectives to ensure consistency and efficiency.
Deliver consistent coaching, actionable performance evaluations, and ongoing assistance to Account Managers and Quality Assurance Officers.
Provide guidance to struggling team members by diagnosing underlying issues and suggesting enhancements such as targeted training initiatives, strategic task reassignment, or procedural refinements.
Work in partnership with the Learning and Development Manager to guarantee Account Managers (AM’s) and Quality Assurers (Was) have access to essential training, skill enhancement opportunities, and required resources to achieve their performance goals.
Develop and refresh a “Top Performers Dashboard” on a consistent basis to showcase outstanding achievements and measure success across campaigns.
Manage escalation protocols to guarantee adherence to established resolution pathways, particularly for client-sensitive matters.
Work in close partnership with the Head of Operations to oversee daily contact center operations, focusing on staffing strategies, workforce scheduling, and initiatives aimed at enhancing employee engagement.
Convene structured feedback sessions for each client account, meticulously documenting key challenges and presenting strategic recommendations to HR and other departments via the Head of Operations.
Maintain complete accountability and ensure the punctual delivery of KPIs by Account Managers and Was.
Guide to Associate Managers (AM’s) in designing comprehensive, data-driven growth and development plans for Customer Support Engineers (CSE’s), leveraging performance metrics and feedback to tailor individualized strategies.
To guarantee that all positions—Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers—are aligned with measurable objectives, establish explicit Key Performance Indicators (KPIs) for each role. Facilitate monthly performance evaluations in collaboration with the Quality Assurance and Learning & Development teams, ensuring timely acknowledgment of achievements or implementation of corrective actions as necessary.
Track campaign performance in real-time, offering strategic insights, guiding leadership, and implementing corrective measures to ensure optimal delivery.
Analyze and document the customer journey for each client, pinpointing opportunities to enhance interactions within CRM systems (such as KATE) and contact center channels.
Develop and maintain robust client relationships through active engagement in weekly assessments and by providing support during Monthly Business Reviews (MBRs) facilitated by the Head of Operations.
Serve as the primary point of contact between the Head of Operations and key departments, including HR, IT, Finance, and Projects, while ensuring the timely preparation and delivery of comprehensive reports and progress updates.
Oversee a range of leadership responsibilities, ensuring efficient operation of assigned teams and processes. Implement strategic initiatives to drive productivity, alignment with organizational goals, and team development. Monitor performance metrics and provide constructive feedback to foster professional growth. Facilitate communication between departments to promote collaboration and resolve cross-functional challenges. Ensure adherence to company policies and compliance standards while maintaining high operational standards.
Develop, establish, and oversee the creation, communication, and implementation of performance Key Performance Indicators (KPIs) tailored specifically for Account Managers and Quality Assurance Officers.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assessors (Was), analyzing trends, pinpointing gaps, and determining areas where additional support may be required.
Develop and sustain a high-performance culture characterized by accountability and collaboration within the team.
Perform structured, growth-oriented performance evaluations for Account Managers (AM’s) and Quality Assurance Specialists (Was).
Foster a positive, encouraging work environment that inspires personal accountability and collective team success.
Demonstrate strong decision-making skills by promptly and appropriately elevating team or operational issues to senior leadership for review and resolution.
Devise and lead the execution of performance plans—spanning monthly, quarterly, and annual cycles—grounded in data-driven insights to drive measurable outcomes.
Consistently provide updates on the progress of Key Performance Indicators (KPIs), including any obstacles encountered, and the strategies implemented to address them.
Foster transparent, respectful communication and trust across all teams, with a focus on CSE’s, AM’s, and Was, while actively soliciting feedback and promoting cross-functional collaboration.
The organization is seeking candidates who meet specific qualifications and exhibit relevant experience for the position. Applicants must possess the necessary educational background, professional certifications, or specialized skills outlined in the job posting. Key responsibilities include executing core duties efficiently, collaborating with team members, and adhering to company policies and industry standards. Ideal candidates will demonstrate strong analytical abilities, problem-solving skills, and a commitment to professional development. Familiarity with industry-specific tools, software, or methodologies is highly advantageous. Additionally, effective communication and interpersonal skills are essential for success in this role.
A minimum of two years of experience in a leadership or operational management capacity within a contact center environment is required, with a proven track record in overseeing service delivery processes and quality assurance initiatives.
A Bachelor’s degree in Business Administration, Management, Human Resources, or a closely related discipline is required.
Proficient communication skills, both written and verbal, are essential for effective collaboration and information sharing within the team. Strong analytical abilities are necessary to interpret data and resolve complex issues efficiently. Proficiency in relevant software applications, including spreadsheets and project management tools, is required to streamline workflows and enhance productivity. A keen attention to detail ensures accuracy in tasks and adherence to established procedures. The ability to work independently with minimal supervision is crucial for meeting deadlines and achieving objectives. Additionally, prior experience in a similar role is preferred to facilitate a smooth transition into the position.
Proven proficiency in articulate written and spoken communication is essential.
Demonstrated expertise in guiding teams and cultivating leadership capabilities within organizational settings.
Skilled in utilizing contact center software and reporting tools effectively.
Individuals should possess a keen analytical aptitude and exceptional proficiency in problem-solving methodologies.
Demonstrates a high level of meticulousness and ensures tasks are completed thoroughly and consistently, with a strong commitment to maintaining precision throughout all responsibilities.
Proven capability to inspire, mentor, and elevate performance within cross-functional teams remains essential.
Proven ability to effectively balance multiple tasks, organize priorities, and manage deadlines with efficiency and precision.
Accomplished understanding of optimal processes and methodologies within contact center and CRM operational frameworks.
Prepare your application by utilizing our specified submission procedure.
To submit your application, kindly utilize the provided link(s) accessible on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
