Position Objective:
This position is responsible for overseeing assigned campaigns with a focus on effectiveness, efficiency, and tangible results, providing leadership and support to Account Managers and Quality Assurance Officers. The role is pivotal in driving operational excellence, upholding rigorous quality standards, and ensuring seamless alignment with client expectations, internal key performance indicators, and overarching strategic objectives.
Specialized duties encompass a range of critical tasks requiring advanced expertise and precision. These responsibilities involve performing intricate operations, adhering to stringent protocols, and maintaining meticulous attention to detail in all activities. The position demands a high degree of technical proficiency, problem-solving acumen, and the ability to work under pressure while ensuring compliance with established standards. Additionally, the role may require collaboration with cross-functional teams, oversight of specialized equipment, and continuous evaluation of processes to enhance efficiency and accuracy. Strong analytical skills, adaptability, and a commitment to excellence are essential for successfully executing these duties.
Translate campaign-specific business requirements into clear, actionable documentation and convey them effectively to all relevant stakeholders.
Maintain unwavering compliance with established quality standards and QA insights by actively monitoring progress and swiftly implementing corrective actions when necessary.
Consistently assess current operational workflows and procedures to uncover avenues for enhancing efficiency, productivity, and client satisfaction.
Establish and systematize departmental protocols in accordance with strategic directives and operational performance objectives.
Deliver consistent mentorship, performance evaluations, and assistance to Account Managers and Quality Assurance Officers on an ongoing basis.
Assess the performance challenges faced by team members to uncover underlying issues, then develop and implement tailored interventions—such as targeted training programs, strategic role adjustments, or process refinements—to drive improvement and restore productivity.
Work collaboratively with the L&D Manager to guarantee AM’s and Was have access to appropriate training, skill development opportunities, and required resources to achieve their goals.
Develop and consistently refresh a “Top Performers Dashboard” to showcase outstanding achievements and provide comparative insights into campaign performance.
Ensure escalation procedures are managed effectively to uphold appropriate resolution pathways, including cases involving sensitive client information.
Work collaboratively with the Head of Operations to oversee daily contact center functions, with a primary focus on staffing coordination, schedule management, and initiatives aimed at enhancing employee engagement.
Lead structured feedback sessions with every client account, capturing key challenges and delivering strategic recommendations via the Head of Operations to HR and other relevant departments.
Ensure KPIs are delivered accurately and punctually by Account Managers and Was, with full accountability maintained throughout the process.
Guide to Account Managers in creating comprehensive growth and development plans for Customer Success Engineers, leveraging performance data and feedback to inform each strategy.
To guarantee that all positions—Customer Service Executives, Account Managers, Quality Assurance Specialists, and Trainers—possess well-defined Key Performance Indicators, monthly performance evaluations must be carried out in collaboration with the Quality Assurance and Learning & Development teams, followed by either formal recognition or corrective measures as needed.
Monitor campaign performance in real-time, delivering strategic insights, actionable guidance, and corrective measures to enhance overall delivery efficiency.
Analyze and document the customer journey for every client, pinpointing opportunities to enhance CRM systems—such as KATE—and contact center interactions.
Build and maintain robust client relationships through dedicated involvement in weekly reviews and by providing assistance for Monthly Business Reviews (MBRs), which are spearheaded by the Head of Operations.
Serve as the primary point of contact for HR, IT, Finance, and Projects departments, representing the Head of Operations and ensuring the timely delivery of reports and updates.
Overseeing and leading team operations, the Manager ensures projects are completed on schedule and within budget. They are responsible for setting goals, assigning tasks, and evaluating employee performance to foster productivity and growth. Strong communication and problem-solving skills are essential to address challenges and maintain team cohesion. The Manager also develops strategies to enhance efficiency and align workflows with organizational objectives. Additionally, they serve as a liaison between senior leadership and staff, ensuring clear directives and feedback.
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 individual and team performance for Account Managers (AM’s) and Quality Assessors (Was), analyzing trends, identifying performance gaps, and determining areas where additional support is required.
Cultivate an environment characterized by high performance, accountability, and collaboration within the team.
Perform structured performance evaluations with a focus on development for Account Managers (AM’s) and Quality Assurance Specialists (Was).
Ensure a supportive and motivational work environment that drives individual ownership and team excellence.
Exercise discernment in elevating team or operational issues to senior leadership for timely resolution and strategic alignment.
Drive the development and execution of monthly, quarterly, and annual performance plans grounded in data-driven insights.
Consistently provide updates on the progress of Key Performance Indicators (KPIs), including any obstacles encountered, and the strategies implemented to address them.
Foster transparent, respectful dialogue and mutual trust among teams, especially with customer success engineers, account managers, and quality assurance professionals, while actively soliciting feedback and promoting cross-functional cooperation.
We are seeking candidates who meet the following qualifications and responsibilities:
A minimum of five years of experience in a relevant field is required, along with a proven track record in project management and leadership. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and a demonstrated capacity to drive results in a fast-paced environment. Responsibilities include overseeing recruitment processes, developing talent acquisition strategies, and collaborating with hiring managers to identify and secure top talent. Additionally, the role demands proficiency in applicant tracking systems, data-driven decision-making, and the ability to foster an inclusive and diverse workplace. Strong interpersonal skills and the capacity to build relationships with stakeholders at all levels are essential.
Candidates must possess at least two years of leadership or operational management experience within a contact center environment, demonstrating expertise in overseeing both service delivery and quality assurance operations.
A bachelor’s degree in Business Administration, Management, Human Resources, or an equivalent discipline is required.
Must possess strong analytical and problem-solving abilities to evaluate complex scenarios and develop effective solutions. Proficiency in relevant software applications and tools is essential to perform tasks efficiently. Excellent communication skills, both written and verbal, are required to convey information clearly and collaborate with team members. A commitment to continuous learning and adaptability to evolving technologies and methodologies is necessary. Strong organizational skills and attention to detail are crucial for managing multiple priorities and ensuring accuracy in deliverables. Teamwork and leadership capabilities are also important, as the role involves working closely with colleagues and guiding others when needed.
Exceptional proficiency in written and verbal communication, both in articulation and clarity, is essential.
Demonstrated expertise in guiding teams and fostering leadership growth.
Demonstrates strong proficiency in utilizing contact center software platforms and advanced reporting tools effectively.
Individuals should possess a sharp analytical ability and robust problem-solving skills to effectively address complex challenges.
Demonstrates meticulous attention to detail and ensures thorough follow-through in all tasks.
Proven skill in motivating, guiding, and enhancing productivity across multifaceted teams is essential.
Highly proficient in managing multiple tasks simultaneously, organizing workflows efficiently, and prioritizing deadlines to ensure optimal productivity. Demonstrates exceptional ability to coordinate competing responsibilities, allocate resources effectively, and adhere to strict schedules while maintaining accuracy and attention to detail.
Experienced in implementing and adhering to industry-leading contact center and CRM operational best practices.
We kindly invite you to apply by submitting your application through our preferred method outlined below. Please ensure all required materials are included and adhere to the specified submission guidelines for consideration. Kindly note that incomplete applications may not be reviewed.
To submit your application, kindly utilize the provided link(s) to access the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
