Position Objective:
To maintain operational excellence and uphold quality standards, this position oversees assigned campaigns by collaborating closely with Account Managers and Quality Assurance Officers. The role is responsible for driving campaign performance, ensuring strict adherence to client expectations, internal key performance indicators, and broader strategic objectives.
Design, implement, and oversee specialized tasks to ensure operational efficiency and compliance with industry standards. Develop and maintain protocols, systems, and procedures tailored to organizational needs. Coordinate cross-functional teams to execute complex initiatives while adhering to strict deadlines and quality benchmarks. Analyze performance metrics to identify trends, mitigate risks, and drive continuous improvement. Provide expert guidance to stakeholders on best practices and emerging technologies. Ensure seamless integration of specialized functions with broader business objectives.
Your role involves developing a thorough understanding of campaign-specific business requirements, documenting these needs in detail, and ensuring clear, effective communication with all relevant stakeholders to facilitate alignment and execution.
Maintain unwavering compliance with established quality standards and insights derived from QA assessments, while monitoring advancement and initiating corrective actions whenever required.
Regularly assess existing operational workflows and procedures to pinpoint enhancements that drive efficiency, boost client satisfaction, and yield measurable improvements.
Establish and enforce consistent departmental processes that align with strategic objectives and operational performance targets.
Deliver consistent coaching sessions, performance evaluations, and assistance to Account Managers as well as Quality Assurance Officers.
By providing targeted assistance to struggling team members, you will diagnose underlying issues and propose solutions such as targeted training, strategic reallocation of responsibilities, or necessary system modifications.
Collaborate with the Learning and Development Manager to facilitate the delivery of tailored training, professional development opportunities, and essential resources, ensuring Account Managers (AM’s) and Quality Assurance (Was) professionals are equipped to achieve their performance goals.
Develop and refresh a “Top Performers Dashboard” consistently to showcase outstanding achievements and measure success across campaigns.
Ensure that escalation protocols are managed effectively to maintain appropriate resolution processes, particularly for client-sensitive matters.
Work collaboratively with the Head of Operations to manage day-to-day contact center functions, with an emphasis on staffing, scheduling, and initiatives aimed at enhancing employee engagement.
Conduct structured feedback sessions with every client account, systematically recording challenges and formulating strategic recommendations to be presented to HR and other departments via the Head of Operations.
Maintain complete accountability and ensure the timely delivery of KPIs by Account Managers and Was.
Facilitate the creation of structured growth and development plans for CSE’s by guiding AM’s to utilize performance data and feedback effectively.
To guarantee that all roles, including Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers, have well-established key performance indicators, monthly evaluations must be carried out in collaboration with the Quality Assurance and Learning & Development teams, followed by appropriate acknowledgment or corrective action as needed.
Monitor campaign performance in real-time, offering strategic insights, guidance, and corrective measures to enhance delivery efficiency.
Analyze and document the customer journey for every client, pinpointing enhancements across CRM platforms (such as KATE) and contact center interactions.
Build and maintain robust client relationships through active engagement in weekly reviews and by providing support during Monthly Business Reviews (MBRs) led by the Head of Operations.
Serve as the primary point of contact between the Head of Operations and key support functions—including HR, IT, Finance, and Projects—while delivering prompt reports and status updates to ensure seamless communication and alignment across teams.
Oversee and direct operational activities to ensure alignment with organizational objectives. Supervise a team of professionals, assigning tasks, monitoring progress, and evaluating performance to maintain productivity and efficiency. Develop and implement strategies to enhance team capabilities and foster a collaborative work environment.
Construct and articulate performance KPIs for Account Managers and Quality Assurance Officers, ensuring alignment with organizational objectives and facilitating their implementation.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assurance staff (Was), analyzing patterns, detecting areas for improvement, and determining necessary support measures.
Cultivate an environment where excellence, responsibility, and teamwork thrive.
Conduct structured, development-focused performance evaluations for AMs and QAs.
Foster an encouraging and dynamic workplace atmosphere that cultivates personal accountability and high-performing team collaboration.
Exercise discernment when elevating team-related or operational issues to senior leadership for timely resolution.
Devise and spearhead the execution of performance plans on a monthly, quarterly, and annual basis, leveraging data-driven insights to inform strategic decisions.
Provide consistent updates on the progress, obstacles, and strategies implemented regarding Key Performance Indicators.
Build and sustain open, respectful communication and trust across teams, particularly with CSEs, AMs, and QAs, encouraging feedback and cross-functional collaboration.
The position requires a Bachelor’s degree in a relevant field, such as Business Administration, Human Resources, or Psychology, along with a minimum of three years of experience in recruitment, talent acquisition, or a closely related discipline. Candidates must demonstrate proficiency in applicant tracking systems (ATS) and possess strong interpersonal skills to engage with hiring managers and candidates effectively. The role involves sourcing, screening, and evaluating applicants, coordinating interviews, and facilitating the onboarding process. Exceptional organizational abilities, attention to detail, and the capacity to manage multiple priorities in a fast-paced environment are essential. Familiarity with employment laws and hiring best practices is also required.
Minimum of two years of leadership or operational management experience in a contact center environment, including oversight of service delivery and quality assurance functions, is required.
A bachelor’s degree in Business Administration, Management, Human Resources, or a closely related field is required.
Demonstrated proficiency in [specific skills] is essential for success in this role. Candidates should possess strong [skill 1], [skill 2], and [skill 3] capabilities, with the ability to apply them effectively in [specific context or industry]. Exceptional [additional skill] and [technical skill] are highly valued, as is familiarity with [relevant tools or methodologies]. Prior experience in [related field or task] is preferred, along with a proven track record of [specific achievement or responsibility]. The ideal candidate will exhibit a combination of technical expertise and [soft skill, e.g., problem-solving, teamwork], enabling them to thrive in a dynamic environment.
Demonstrates outstanding proficiency in both written and verbal communication.
You have demonstrated strong leadership skills and the ability to cultivate high-performing teams.
Demonstrated expertise in utilizing contact center software platforms and advanced reporting tools is essential for this role.
Individuals must possess a keen analytical aptitude coupled with exceptional proficiency in resolving complex issues.
Demonstrates meticulous attention to detail and ensures consistent follow-through in all tasks.
Proven capability to inspire, mentor, and enhance productivity within multifaceted team environments.
Demonstrated ability to prioritize tasks efficiently while managing multiple responsibilities concurrently. Proven capacity to organize workflows effectively and adhere to strict deadlines through disciplined time allocation.
Demonstrates a comprehensive understanding of industry-leading methodologies and technologies in contact center and CRM operations.
Utilize the method of application specified to submit your candidacy for consideration.
To submit your application, please utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
