Position Objective:
This position is responsible for overseeing the planning, execution, and optimization of assigned campaigns, providing leadership and assistance to Account Managers and Quality Assurance Officers. The role promotes operational efficiency, upholds rigorous quality benchmarks, and guarantees consistency with client requirements, internal performance metrics, and broader strategic objectives.
Responsibilities involve executing specialized duties that demand a high level of expertise and precision. These tasks require in-depth knowledge and adherence to established protocols to ensure accuracy and efficiency. The role encompasses a range of technical responsibilities that contribute to the overall success of the operation, necessitating meticulous attention to detail and a commitment to maintaining high standards.
Interpret, document, and disseminate campaign-specific business requirements to all relevant stakeholders with clarity and precision.
Ensure consistent adherence to quality standards and QA insights; track progress and implement corrective measures as needed.
Regularly assess operational workflows and procedures to uncover potential enhancements, boost efficiency, and elevate client satisfaction levels.
Develop and integrate standardized departmental processes that support strategic objectives and enhance operational performance.
You will deliver consistent coaching, offer constructive performance feedback, and provide ongoing support to Account Managers and Quality Assurance Officers.
Provide targeted assistance to team members who are not meeting performance expectations by diagnosing underlying issues and proposing targeted improvements, which may include tailored training programs, strategic reallocation of responsibilities, or necessary system modifications.
Collaborate with the L&D Manager to provide AM’s and Was with essential training, upskilling opportunities, and resources, ensuring they achieve their objectives effectively.
Maintain and periodically refresh a “Top Performers Dashboard” to showcase outstanding achievements and measure success across campaigns.
Ensure escalation procedures are managed effectively to uphold appropriate resolution pathways, particularly in client-sensitive situations.
Collaborate closely with the Head of Operations on daily contact center operations, particularly in staffing, scheduling, and employee engagement initiatives.
Conduct structured feedback sessions for each client account, documenting challenges and offering strategic recommendations to HR and other departments through the Head of Operations.
Ensure that Account Managers and Was are fully accountable for and consistently deliver their KPIs in a timely manner.
Guide to Associate Managers in creating structured growth and development plans for Customer Support Engineers, utilizing performance data and feedback to inform these strategies.
To guarantee that all roles—including Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers—have well-defined Key Performance Indicators (KPIs), it is essential to conduct monthly performance evaluations in collaboration with the Quality Assurance and Learning & Development teams, followed by appropriate recognition or corrective measures as needed.
Monitor campaign performance in real time, offering strategic insights and decisive direction to refine and enhance delivery efficiency.
Analyze and document the customer journey for every client to pinpoint enhancements across CRM platforms—such as KATE—and various contact center interactions.
Develop and maintain robust partnerships with designated clients through consistent engagement in weekly evaluations and by contributing to Monthly Business Reviews (MBRs) led by the Head of Operations.
Serve as a primary point of contact between the Head of Operations and key departments—HR, IT, Finance, and Projects—while ensuring prompt delivery of reports and relevant updates.
Overseeing and leading the team comprises key managerial responsibilities, including guiding team members, assigning tasks, and ensuring alignment with organizational objectives. This role demands strong leadership qualities, effective communication skills, and the ability to foster collaboration among employees. Additionally, the position requires monitoring performance metrics, resolving conflicts, and implementing strategies to enhance productivity and efficiency. Experience in team supervision, project management, and decision-making is essential to meet the demands of this position.
Formulate, disseminate, and execute performance key performance indicators tailored for Account Managers as well as Quality Assurance Officers.
Monitor individual and team performance for Account Managers (AM’s) and Quality Assessors (Was), analyzing data to pinpoint trends, performance shortfalls, and areas requiring additional support.
Develop and maintain a high-performance culture characterized by accountability and collaboration within the team.
Perform thorough, growth-oriented performance assessments for Account Managers (AM’s) and Quality Assurance Specialists (Was).
Foster a collaborative and inspiring workplace culture that encourages personal accountability and collective achievement.
Exercise discretion in bringing team or operational issues to the attention of senior leadership when necessary.
Drive the development and execution of monthly, quarterly, and annual performance plans grounded in data-driven insights to enhance organizational effectiveness.
Consistently provide updates on the status of key performance indicators, highlighting progress made, and any obstacles encountered, along with the strategies implemented to address them.
Foster transparent and respectful communication while nurturing trust among teams, with a focus on collaboration with Customer Success Engineers (CSE’s), Account Managers (AM’s), and Quality Assurance (Was), actively soliciting feedback and promoting cross-functional teamwork.
Seeking a highly motivated professional to join our team, individuals must possess a bachelor’s degree in a relevant field and a minimum of three years of experience in a comparable role. Candidates should demonstrate strong analytical skills, exceptional communication abilities, and proficiency in industry-standard software. Responsibilities include managing recruitment processes, sourcing top talent, conducting interviews, and collaborating with hiring managers to ensure alignment with organizational goals. The ideal candidate will exhibit leadership qualities, adaptability, and a commitment to fostering an inclusive work environment.
Seeking candidates with at least two years of demonstrated leadership experience in a contact center environment, specifically in roles involving oversight of service delivery and quality assurance functions.
A Bachelor’s degree in Business Administration, Management, Human Resources, or a closely related discipline is required.
Required qualifications include proficiency in relevant technical or professional competencies, depending on the role’s specific demands. Candidates must possess strong problem-solving abilities, excellent communication skills, and the capacity to work both independently and collaboratively within a team. Familiarity with industry-standard tools, software, or methodologies is essential, as is the ability to adapt to evolving technologies and business needs. Prior experience in a similar position or field is typically required, along with a proven track record of achieving measurable results. Educational qualifications, certifications, or specialized training relevant to the role may also be necessary.
A candidate must demonstrate outstanding proficiency in both written and verbal communication.
Demonstrated expertise in leading and fostering the growth of high-performing teams is essential.
Skilled in utilizing contact center software and reporting tools effectively is essential.
Analytical mindset with strong problem-solving capabilities
Demonstrates meticulous attention to detail and ensures thorough completion of all tasks.
Skilled in guiding and motivating diverse teams to achieve high performance through effective coaching and influence.
Demonstrates exceptional ability to prioritize multiple tasks, organize workflows efficiently, and meet deadlines consistently while maintaining high standards of accuracy and productivity.
Demonstrates a thorough understanding of industry-leading methodologies and approaches in contact center and customer relationship management (CRM) operations.
We cordially invite applications from individuals who are keen to embark on our systematic application process. To apply, kindly adhere to the prescribed method outlined below. Ensure all necessary documentation is prepared and submitted in accordance with the specified guidelines to be considered for further review.
To submit your application, please utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
