Position Objective:
This position is responsible for overseeing assigned campaigns with a focus on effectiveness, efficiency, and measurable outcomes, providing leadership and collaboration for Account Managers and Quality Assurance Officers. The role fosters operational excellence, upholds rigorous quality benchmarks, and ensures consistency with client expectations, internal KPIs, and broader strategic objectives.
Oversee specialized responsibilities critical to operational success, ensuring adherence to established protocols and industry standards. Execute tasks requiring niche expertise, precision, and meticulous attention to detail to uphold quality and efficiency. Collaborate closely with cross-functional teams to align specialized duties with broader organizational objectives. Maintain up-to-date knowledge of relevant regulations, technologies, and best practices to continuously enhance performance and mitigate risks. Provide guidance and support to junior staff, fostering skill development and operational excellence. Ensure all specialized functions are executed in compliance with legal, safety, and ethical guidelines.
Interpret, record, and effectively convey campaign-specific business requirements to all pertinent stakeholders.
Ensure unwavering compliance with established quality standards and QA insights while monitoring progress to implement necessary corrective actions when required.
Regularly assess current operational workflows and procedures to uncover potential enhancements, drive efficiency gains, and elevate client satisfaction levels.
Develop and establish consistent departmental processes that support strategic objectives and operational efficiency targets.
Deliver consistent coaching, performance evaluations, and professional support to Account Managers and Quality Assurance Officers on an ongoing basis.
Support underperforming team members by pinpointing the underlying causes of their challenges and proposing tailored solutions—such as targeted training initiatives, strategic reallocation of responsibilities, or necessary system enhancements—to drive improved performance and productivity.
Collaborate with the L&D Manager to guarantee Account Managers (AM’s) and Quality Assessors (Was) obtain essential training, professional development opportunities, and required resources to achieve their goals effectively.
Maintain a dynamic “Top Performers Dashboard” to regularly showcase outstanding achievements and benchmark success across campaigns.
Ensure escalation procedures adhere to established resolution pathways, with particular attention to client-sensitive cases.
Work in close partnership with the Head of Operations to oversee the day-to-day functions of the contact center, with a specific emphasis on staffing allocation, employee scheduling, and engagement strategies.
Conduct structured feedback sessions for each client account, systematically documenting any challenges encountered and offering strategic recommendations, which are then communicated through the Head of Operations to HR and other relevant departments.
Ensure that Account Managers and Quality Assurance teams maintain complete responsibility and consistently meet key performance indicators on schedule.
Evaluate performance data and feedback to assist AM’s in creating structured growth and development plans for CSE’s.
Ensure that clear KPIs are established for all roles, including CSE’s, AM’s, Was, and Trainers. Monthly performance evaluations should be carried out in collaboration with the QA and L&D teams, with timely recognition or corrective actions as needed.
Monitor campaign performance in real-time, offering strategic insights, decisive leadership, and actionable guidance to enhance delivery efficiency and effectiveness.
Analyze and document the customer journey for each client, pinpointing opportunities to enhance CRM systems (such as KATE) and contact center interactions.
Build and maintain robust client relationships by engaging in weekly reviews and contributing to Monthly Business Reviews (MBRs) led by the Head of Operations.
Serve as the primary point of contact between the Head of Operations and key internal departments—HR, IT, Finance, and Projects—ensuring prompt dissemination of reports and updates.
Oversee and lead a team to ensure operational efficiency and adherence to company standards. Develop and implement strategic plans to achieve departmental objectives while fostering a collaborative work environment. Allocate resources effectively, monitor performance metrics, and address any challenges promptly to maintain productivity. Collaborate with senior leadership to align team goals with organizational priorities and drive continuous improvement. Ensure compliance with policies, procedures, and industry regulations while promoting a culture of accountability and professional development.
Construct, disseminate, and execute performance key performance indicators (KPIs) for Account Managers and Quality Assurance Officers.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assurance (QA) personnel, analyzing performance data to identify key trends, performance gaps, and areas requiring additional support.
Cultivate an environment where high performance, accountability, and collaboration thrive within the team.
Perform structured, development-focused performance evaluations for Account Managers (AM’s) and Quality Assurance (QA) personnel.
Foster a collaborative and encouraging workplace culture that empowers employees to take initiative and achieve collective success.
Exercise sound judgment when elevating team or operational concerns to senior leadership for timely resolution.
Propose and champion the execution of performance plans on a monthly, quarterly, and annual basis, utilizing data-driven insights to guide decision-making processes.
Consistently provide updates on progress toward key performance indicators (KPIs), highlighting any obstacles encountered as well as the strategies implemented to address them.
Foster transparent and respectful communication, along with mutual trust, among all teams—especially with Customer Support Engineers, Account Managers, and Quality Assurance—while actively soliciting feedback and promoting collaborative efforts across functions.
We seek candidates with a proven track record in sourcing and securing top talent across diverse industries, demonstrating adaptability in evolving market landscapes. Applicants must exhibit exceptional interpersonal skills, coupled with the ability to build and maintain strong professional relationships at all organizational levels. A minimum of five years of experience in full-cycle recruitment is required, including expertise in utilizing applicant tracking systems and conducting behavioral interviews. Familiarity with employment law, compensation benchmarking, and diversity hiring initiatives is highly desirable. The ideal candidate will possess a strategic mindset, enabling them to align hiring objectives with broader business goals while ensuring a seamless candidate experience. Strong project management abilities and proficiency in data-driven decision-making are essential.
A minimum of two years of hands-on leadership or operational management experience within a contact center environment is required, specifically involving oversight of service delivery and quality assurance functions.
A bachelor’s degree in Business Administration, Management, Human Resources, or an equivalent field is required.
Required: Demonstrated expertise in [specific skill], strong analytical capabilities, and effective communication skills. Applicants must possess proficiency in [relevant software/tools], a minimum of [X] years of experience in [industry/field], and the ability to work collaboratively in cross-functional teams. Additionally, candidates should exhibit problem-solving aptitude, adaptability to evolving priorities, and a commitment to delivering high-quality results in fast-paced environments.
Exceptional proficiency in both written and oral communication is required.
Demonstrated expertise in leading teams and fostering professional growth among team members.
Demonstrated expertise in contact center software platforms and reporting solutions is required.
Analytical acumen combined with robust problem-solving proficiency is required.
Demonstrates exceptional precision and thoroughness in all tasks, ensuring meticulous completion and consistent follow-through to meet established standards and deadlines.
Proven capability to mentor and motivate high-performing teams, fostering collaboration and maximizing productivity across diverse groups.
Proven ability to handle multiple tasks efficiently, prioritize effectively, and manage time productively.
Demonstrates a robust understanding of contact center and CRM operational best practices.
To initiate the application process, please follow the structured method outlined for submission. Ensure all required documentation is prepared and submitted in accordance with the specified guidelines. Be mindful of any deadlines to avoid disqualification.
To submit your application, kindly utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
