The primary goal of this role is to coordinate and execute specific tasks essential to achieving organizational objectives, ensuring alignment with strategic priorities.
To facilitate the successful, streamlined, and outcome-focused management of designated campaigns, this position collaborates with and guides both Account Managers and Quality Assurance Officers. By championing operational best practices, upholding rigorous quality benchmarks, and ensuring consistency with client requirements, internal key performance indicators, and broader strategic objectives, the role plays a pivotal part in driving excellence.
Develop and implement specialized duties to ensure operational excellence and compliance with established protocols. Design, review, and refine processes to optimize efficiency, accuracy, and productivity within the designated scope of work. Collaborate with cross-functional teams to identify areas for improvement and execute strategic initiatives that align with organizational objectives. Maintain meticulous documentation, conduct thorough audits, and provide actionable insights to enhance performance. Stay abreast of industry trends, regulatory changes, and emerging technologies to proactively address evolving challenges.
Interpret, record, and effectively convey campaign-specific business requirements to all pertinent stakeholders.
Ensure unwavering compliance with established quality standards and QA insights, while actively monitoring progress and applying corrective actions where necessary.
Regularly assess operational workflows and procedures to uncover potential enhancements, streamline processes, and elevate client satisfaction.
Implement departmental procedures uniformly while ensuring alignment with strategic directives and operational performance objectives.
Deliver ongoing coaching, performance evaluations, and assistance to Account Managers and Quality Assurance Officers on a consistent basis.
Support underperforming team members by diagnosing underlying issues and proposing targeted solutions, which may include customized training programs, strategic reallocation of tasks, or adjustments to existing systems.
Collaborate with the Learning and Development Manager to guarantee Account Managers and Quality Assurance professionals receive appropriate training, skill enhancement, and resources to achieve their goals.
Develop and consistently refresh a “Top Performers Dashboard” to showcase outstanding achievements and establish performance benchmarks across campaigns.
Ensure escalation protocols are managed effectively to uphold appropriate resolution processes, particularly for client-sensitive matters.
Work in close partnership with the Head of Operations to oversee daily contact center functions, focusing on staffing optimization, scheduling precision, and strategies to enhance employee engagement.
Conduct structured feedback sessions for every client account, meticulously documenting obstacles and offering strategic recommendations through the Head of Operations to HR and other relevant departments.
Ensure that Account Managers and Was are fully accountable and consistently deliver KPIs on time.
Guide to Associate Managers in crafting tailored growth and development strategies for Customer Success Engineers, leveraging performance metrics and stakeholder feedback to inform decision-making.
To guarantee that all positions—Customer Support Executives, Account Managers, Quality Assurance Specialists, and Trainers—have well-defined Key Performance Indicators, it is essential to conduct monthly performance evaluations in collaboration with the Quality Assurance and Learning & Development teams, followed by appropriate recognition or corrective actions as needed.
Monitor campaign performance in real time, offering strategic insights, decisive leadership, and corrective guidance to enhance overall delivery efficiency.
Analyze and document each client’s customer journey, pinpointing opportunities for enhancement across CRM platforms such as KATE and contact center interactions.
Build enduring partnerships with designated clients through consistent engagement in weekly evaluations and by contributing to Monthly Business Reviews (MBRs), coordinated by the Head of Operations.
Serve as the primary point of contact with HR, IT, Finance, and Projects departments on behalf of the Head of Operations, ensuring the delivery of accurate and timely reports and updates.
Oversee and lead operational activities, ensuring alignment with organizational objectives and fostering a productive team environment. Direct staff performance, delegate responsibilities, and provide guidance to enhance efficiency and achieve departmental goals. Monitor workflows, assess productivity metrics, and implement improvements to streamline processes. Collaborate with senior leadership to develop strategic initiatives and drive continuous improvement across teams. Maintain accountability for team performance, resource allocation, and adherence to company policies while promoting a culture of accountability and excellence.
Develop, establish, and enforce performance Key Performance Indicators (KPIs) for Account Managers and Quality Assurance Officers, ensuring clear communication and consistent implementation across teams.
Monitor both individual and team performance for Account Managers (AM’s) and Quality Assurance (QA) personnel, analyzing data to uncover performance trends, identify potential gaps, and assess support requirements.
Develop and maintain a dynamic, results-driven team environment characterized by accountability, collaboration, and high performance.
Perform development-centric, structured performance evaluations for Account Managers (AM’s) and Quality Assurance (QA) personnel.
Establish and maintain a dynamic, encouraging workplace that fosters personal accountability and collective success.
Exercise sound judgment when determining which team or operational concerns warrant escalation to senior leadership.
Develop and lead the execution of monthly, quarterly, and annual performance plans, leveraging data-driven insights to inform strategic decisions.
Consistently provide updates regarding the progress toward key performance indicators (KPIs), along with any obstacles encountered, and the strategies implemented to address them.
Foster transparent, respectful dialogue and cultivate trust among teams, with a particular emphasis on engaging Customer Success Engineers (CSE’s), Account Managers (AM’s), and Quality Assurance (QA) professionals, while actively soliciting feedback and promoting cross-functional collaboration.
Seeking candidates who meet the following qualifications and responsibilities: A minimum of five years of relevant professional experience is required, with a proven track record in [specific field, if applicable]. Proficiency in [specific software/tools] and strong analytical skills are essential. The ideal candidate will demonstrate excellent communication abilities and the capacity to lead cross-functional teams effectively. Responsibilities include overseeing project execution, ensuring adherence to industry standards, and fostering innovation within the team. Familiarity with [relevant regulations/processes] is a strong advantage.
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 field is required.
Required Skills: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), strong analytical and problem-solving abilities, excellent written and verbal communication skills, attention to detail, and the capacity to work independently as well as collaboratively within a team environment. Additionally, candidates must demonstrate organizational skills, adaptability to changing priorities, and a commitment to continuous learning and professional development.
Exceptional proficiency in both written and verbal communication is required.
Demonstrated expertise in leading teams and cultivating professional growth within collaborative environments.
Demonstrated expertise in utilizing contact center software solutions and advanced reporting tools is essential for this role.
Proficiency in problem-solving, coupled with a keen analytical mindset, is essential for this role.
Demonstrates meticulous attention to detail and a strong commitment to seeing tasks through to completion.
Proven capability to inspire, mentor, and elevate performance within cross-functional teams through effective leadership and strategic guidance.
Possesses exceptional ability to prioritize tasks, organize workflows efficiently, and manage time effectively, ensuring timely completion of multiple responsibilities concurrently.
Proficiency in the fundamental principles and operational strategies of contact center and Customer Relationship Management (CRM) systems is essential.
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
