Seeking a highly motivated individual to fulfill the role’s primary objective, which encompasses driving key initiatives forward while ensuring alignment with organizational goals. The ideal candidate will be adept at executing responsibilities with precision, collaborating effectively across teams, and maintaining a proactive approach to problem-solving. The position demands a blend of strategic thinking, operational expertise, and a commitment to delivering measurable results in a dynamic environment. Candidates must possess the requisite qualifications, relevant experience, and the ability to adapt to evolving priorities while upholding the highest standards of professionalism and accountability.
This position is responsible for delivering high-performing, results-oriented management of designated campaigns by providing leadership and assistance to Account Managers and Quality Assurance Officers. The role champions operational excellence, upholds rigorous quality standards, and maintains strict alignment with client expectations, internal key performance indicators, and broader strategic objectives.
Overseeing specialized tasks with precision is a key aspect of this role, involving the execution of critical functions that demand expert knowledge and meticulous attention to detail. The position requires the ability to manage intricate processes, ensuring adherence to established protocols while maintaining efficiency and accuracy. Responsibilities include performing technical duties that are essential to operational success, along with identifying opportunities for improvement within specialized workflows. Candidates must possess proven experience in similar functions, a strong understanding of industry best practices, and the capacity to troubleshoot complex issues as they arise.
Interpret, record, and effectively convey campaign-specific business requirements to all pertinent stakeholders.
Guarantee ongoing compliance with quality standards and QA insights by monitoring progress and applying corrective actions whenever necessary.
Regularly assess operational workflows and procedures to pinpoint areas where improvements can be made, efficiency can be enhanced, and client satisfaction can be elevated.
Develop and enforce consistent departmental processes that support strategic objectives and enhance operational efficiency.
Deliver consistent coaching, performance evaluations, and assistance to Account Managers and Quality Assurance Officers.
Collaborate with underperforming team members to diagnose underlying issues and develop targeted interventions, such as tailored training initiatives, strategic role adjustments, or procedural refinements, to enhance overall performance.
Collaborate with the Learning and Development Manager to guarantee that Account Managers and Quality Assurance personnel receive the essential training, professional development opportunities, and resources required to achieve their objectives.
Develop and refresh a “Top Performers Dashboard” on a consistent basis to showcase outstanding achievements and measure success across campaigns.
Ensure escalation protocols are properly managed to uphold correct resolution processes, including handling cases that involve sensitive client information.
Work collaboratively with the Head of Operations to manage daily contact center operations, focusing on staffing, scheduling, and employee engagement initiatives.
Conduct structured feedback sessions with each client account, meticulously documenting challenges and presenting strategic recommendations to the Head of Operations, who then liaises with HR and other relevant departments.
Ensure that Account Managers and Was maintain complete accountability while delivering KPIs on schedule.
Develop structured growth and development plans for CSE’s in collaboration with AM’s, utilizing performance data and feedback as foundational inputs.
Ensure all roles—including Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers—have clearly established Key Performance Indicators. Coordinate monthly performance evaluations in collaboration with the Quality Assurance and Learning & Development teams, and implement appropriate recognition measures or corrective actions as necessary.
In real-time, oversee campaign performance, delivering strategic insights and leadership to drive optimization and ensure effective delivery execution.
Analyze and document the customer journey for each client, pinpointing opportunities to enhance CRM systems (such as KATE) and contact center interactions.
Develop and maintain robust client relationships through consistent involvement in weekly reviews and by providing assistance during Monthly Business Reviews (MBRs), which are led by the Head of Operations.
As the primary point of contact between the Head of Operations and key support functions—HR, IT, Finance, and Projects—you will facilitate seamless communication by delivering regular reports and updates in a timely manner, ensuring alignment and operational efficiency across departments.
Oversees team operations, delegates responsibilities, and ensures adherence to company procedures to drive efficiency and performance. Monitors workflows, resolves conflicts, and fosters collaboration to maintain a cohesive and productive work environment. Develops team members through coaching, constructive feedback, and professional development opportunities. Tracks key performance indicators to assess progress and implement corrective actions when necessary. Collaborates with senior leadership to align team objectives with organizational goals and reports on departmental performance.
Formulate, disseminate, and execute performance key performance indicators (KPIs) designed specifically for Account Managers and Quality Assurance Officers.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assurance (QA) personnel, analyzing data to detect trends, performance gaps, and areas requiring additional support.
Build and sustain a team environment characterized by high performance, accountability, and collaboration.
Facilitate structured, growth-oriented performance assessments for Account Managers and Quality Assurance Specialists.
Foster a work environment characterized by support and motivation, cultivating a culture of individual accountability and collective achievement.
Exercise sound judgment to identify and elevate team or operational concerns to senior leadership with precision and timeliness.
Devise and champion the execution of performance plans on a monthly, quarterly, and annual basis, leveraging data-driven insights to inform strategic decisions.
Produce consistent updates regarding Key Performance Indicator (KPI) progress, current obstacles, and the strategies implemented to address them.
Foster transparent, respectful dialogue and cultivate trust among teams, with a focus on collaboration with CSE’s, AM’s, and Was, while actively soliciting feedback and promoting cross-functional cooperation.
We are seeking candidates who meet specific qualifications, including a minimum of three years of relevant experience in a similar role, a degree in a related field, and proficiency with key software tools such as Microsoft Office Suite and project management platforms. Ideal applicants will demonstrate strong analytical skills, exceptional organizational abilities, and the capacity to thrive in a fast-paced environment. Additionally, excellent communication and interpersonal skills are essential, as the role requires frequent collaboration with cross-functional teams and stakeholders.
Seeking candidates with a minimum of two years of demonstrated leadership or operational management experience within a contact center environment, specifically involving oversight of service delivery and quality assurance functions.
A Bachelor’s degree in Business Administration, Management, Human Resources, or a closely related field is required.
Required Competencies: Proven expertise in [specific skill or area], exceptional analytical capabilities, and strong problem-solving skills are essential. Candidates must demonstrate effective communication and organizational abilities, along with proficiency in [relevant tools or software]. Experience in [specific industry or field], if applicable, is highly desirable. The ability to work collaboratively in a team environment, adapt to changing priorities, and meet deadlines is critical. Familiarity with [relevant methodologies or frameworks] is a plus.
Proven ability to convey ideas clearly and effectively through both written and spoken channels remains essential.
Demonstrated success in leading teams and fostering professional growth among team members.
Skilled in utilizing contact center software platforms and analytical reporting tools with precision and efficiency is essential.
Demonstrates exceptional analytical reasoning and proficient problem-solving expertise.
Demonstrates exceptional precision in work and ensures thorough completion of all assigned tasks.
Proven capability to motivate, mentor, and enhance productivity within cross-functional teams through strong interpersonal and leadership skills.
Exhibits exceptional proficiency in multitasking, strategic planning, and efficient time management to meet dynamic demands.
Equipped with a strong understanding of optimal practices in contact center and CRM operations.
go to method of application
To submit your application, kindly utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
