Position Objective:
This position is responsible for overseeing assigned campaigns with a focus on effectiveness, efficiency, and measurable outcomes. Collaborating closely with Account Managers and Quality Assurance Officers, the role cultivates operational excellence, upholds rigorous quality benchmarks, and guarantees alignment with client requirements, internal key performance indicators (KPIs), and broader strategic objectives.
Oversee specialized responsibilities encompassing a range of technical and operational tasks to ensure optimal performance and adherence to established protocols. Execute duties that require precision and expertise, including advanced troubleshooting, system maintenance, and adherence to stringent safety and compliance standards. Collaborate with cross-functional teams to address complex issues, implement innovative solutions, and maintain seamless workflow integration. Provide expert guidance and training to junior staff, fostering a culture of continuous improvement and operational excellence.
Comprehend, document, and effectively convey campaign-specific business requirements to all pertinent stakeholders.
Ensure unwavering compliance with established quality standards and QA insights, monitoring progress vigilantly while implementing corrective actions wherever necessary.
Regularly assess current operational workflows and procedures to uncover potential enhancements, streamline processes, and elevate client satisfaction.
Develop and integrate standardized departmental procedures that align with strategic objectives and operational performance targets.
Deliver consistent coaching, performance evaluations, and assistance to Account Managers and Quality Assurance Officers.
Assist underperforming employees by diagnosing underlying issues and suggesting targeted improvements, such as tailored training programs, strategic task reassignments, or necessary system modifications.
Collaborate with the L&D Manager to facilitate the delivery of appropriate training, skill enhancement, and resources to AM’s and Was, ensuring they achieve their goals effectively.
Develop and refresh the “Top Performers Dashboard” routinely to showcase outstanding achievements and measure success across campaigns.
Ensure escalation procedures are appropriately managed to maintain adherence to correct 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 workforce staffing, scheduling strategies, and initiatives aimed at enhancing employee engagement.
Conduct structured feedback sessions with every client account, systematically documenting challenges and presenting strategic recommendations to HR and other departments via the Head of Operations.
Ensure that Account Managers and Was are fully accountable and consistently deliver key performance indicators on schedule.
Guide to Associate Managers (AM’s) in crafting tailored growth and development plans for Customer Support Engineers (CSE’s), leveraging performance metrics and feedback to ensure continuous improvement.
Ensure that Key Performance Indicators (KPIs) are clearly established for all roles, including Customer Support Engineers (CSE’s), Account Managers (AM’s), Quality Assurers (Was), and Trainers. Additionally, oversee the execution of monthly performance evaluations in collaboration with the Quality Assurance and Learning & Development teams, and implement suitable measures for recognition or corrective action as needed.
Monitor campaign performance continuously, offering strategic insights and decisive leadership to implement corrective measures that enhance overall delivery efficiency.
Analyze and document the client journey comprehensively, pinpointing enhancement opportunities across CRM platforms (such as KATE) and contact center interactions to drive efficiency and satisfaction.
Build and maintain robust client relationships by actively engaging in weekly reviews and providing support for Monthly Business Reviews (MBRs) led by the Head of Operations.
Serve as the primary point of contact between the Head of Operations and key departments—HR, IT, Finance, and Projects—while delivering timely reports and updates.
Oversees and directs team operations to ensure smooth workflow and optimal productivity. Coordinates staff assignments, monitors performance metrics, and implements strategies to enhance efficiency. Facilitates communication between departments to align goals and resolve operational challenges. Analyzes resource allocation to optimize team while maintaining budgetary constraints. Provides leadership through goal-setting, feedback sessions, and professional development opportunities for team members. Ensures adherence to company policies and industry regulations while fostering a collaborative work environment.
Design and establish performance key performance indicators (KPIs) tailored for Account Managers and Quality Assurance Officers, ensuring clear communication and effective implementation across both roles.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assurance (QA) personnel, analyzing trends, identifying performance gaps, and determining necessary support requirements.
Cultivate an environment of high performance, accountability, and collaboration within the team.
Facilitate structured, growth-oriented performance assessments for Account Managers (AM’s) and Quality Assurance (QA) team members.
Cultivate a collaborative and encouraging workplace atmosphere that fosters personal accountability and collective achievement.
Exercise discretion thoughtfully when elevating team or operational issues to senior leadership for timely resolution and strategic alignment.
Propose and spearhead the development and execution of monthly, quarterly, and annual performance plans, leveraging data-driven insights to ensure strategic alignment and measurable outcomes.
Consistently provide updates on the progress of key performance indicators, highlighting any obstacles encountered as well as the strategies implemented to address them.
Foster transparent, respectful communication and trust among teams—especially with Customer Support Engineers, Account Managers, and Quality Assurance teams—while actively soliciting feedback and promoting cross-functional collaboration.
We are seeking candidates who meet specific qualifications and experience levels for this role. Ideal applicants should possess at least five years of relevant experience in the field, along with a proven track record of leadership in team management and project execution. A bachelor’s degree in a related discipline is required, and advanced degrees or certifications are strongly preferred. Strong analytical skills, attention to detail, and the ability to work under pressure are essential. Additionally, applicants must demonstrate excellent communication abilities, both written and verbal, to effectively engage with stakeholders at all levels. Familiarity with industry-specific software and tools is a must, while prior international experience or exposure to diverse markets would be advantageous.
A minimum of two years of hands-on leadership or operational management experience within a contact center environment is required, including oversight of service delivery processes and quality assurance measures.
A bachelor’s degree in Business Administration, Management, Human Resources, or a closely related discipline is required.
Required qualifications include proficiency in Microsoft Office Suite and advanced Excel skills, with a strong emphasis on data analysis and reporting. Candidates must possess exceptional organizational abilities, with a keen eye for detail and the capacity to manage multiple priorities effectively. Strong interpersonal and communication skills are essential for collaborating with team members and stakeholders. A minimum of three years of relevant experience in a similar role is required, along with a bachelor’s degree in business administration, finance, or a related field. Familiarity with project management tools and ERP systems is a plus.
Demonstrates outstanding proficiency in both written and verbal communication.
Demonstrated expertise in guiding teams and cultivating leadership capabilities among team members.
Proven expertise in utilizing contact center software platforms and advanced reporting tools is required.
An individual with a strong analytical mindset and exceptional problem-solving abilities.
Demonstrates strong proficiency in meticulousness and consistent follow-through, ensuring all tasks are completed with precision and thoroughness.
Proven capability to inspire, mentor, and elevate performance across multifaceted teams.
Exceptional ability to manage multiple tasks simultaneously, prioritize effectively, and maintain strict adherence to deadlines through proficient planning and time management strategies.
Experienced in implementing and optimizing contact center and CRM operational best practices, ensuring peak performance and customer satisfaction.
To apply, submit your application through the specified method of submission. Ensure all required documents are included and adhere to the outlined application guidelines. Follow the instructions carefully to complete the process accurately and efficiently.
To submit your application, kindly utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
