Position Objective:
This position is responsible for overseeing the strategic, high-performance execution of assigned campaigns by collaborating closely with Account Managers and Quality Assurance Officers. The role champions operational excellence, upholds rigorous quality benchmarks, and guarantees alignment with client demands, internal key performance indicators, and broader organizational objectives.
Specialized duties encompass conducting in-depth analysis of financial data to identify trends, anomalies, and opportunities for optimization, ensuring compliance with regulatory standards and internal policies. These responsibilities require expertise in financial modeling, forecasting, and reporting to support strategic decision-making processes. Proficiency in advanced software tools, including ERP systems and data visualization platforms, is essential to deliver accurate insights and actionable recommendations. Additionally, the role demands strong analytical thinking, meticulous attention to detail, and the ability to communicate complex financial information clearly to stakeholders at all levels. Collaboration with cross-functional teams, such as accounting and operations, is frequently necessary to align financial objectives with broader business goals.
Gather, record, and effectively convey campaign-specific business requirements to all pertinent stakeholders with clarity and precision.
Ensure consistent adherence to quality standards and QA insights; track progress and implement corrective measures as needed.
Regularly assess current operational workflows and procedures with a focus on identifying avenues for enhancement, increased efficiency, and elevated client satisfaction.
To develop and enforce uniform departmental processes that support strategic objectives and operational efficiency targets.
Deliver consistent coaching, performance evaluations, and assistance to Account Managers and Quality Assurance Officers.
By diagnosing the challenges faced by underperforming team members, we aim to pinpoint underlying issues and implement targeted improvements, whether through targeted training initiatives, strategic reallocation of responsibilities, or refinements to existing systems.
Collaborate closely with the Learning & Development Manager to facilitate the delivery of essential training, skill enhancement opportunities, and required resources for Account Managers (AM’s) and Quality Assurance staff (Was), ensuring they achieve their performance targets.
Create and frequently refresh a “Top Performers Dashboard” to showcase standout achievements and measure performance benchmarks across campaigns.
Ensure escalated cases, including those involving sensitive client matters, are handled through appropriate resolution pathways.
Work closely with the Head of Operations to oversee daily contact center activities, with a focus on staffing optimization, workforce scheduling, and employee engagement strategies.
Lead structured feedback sessions for each client account, meticulously recording challenges and developing strategic recommendations, which are then communicated to HR and other departments via the Head of Operations.
Maintain complete accountability and ensure the timely attainment of KPIs by both Account Managers and Quality Assurance (QA) teams.
Guide Assistant Managers (AM’s) in crafting structured growth and development plans for Customer Support Engineers (CSE’s), utilizing performance data and feedback to ensure alignment with organizational objectives.
To guarantee that all positions—including Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers—have well-defined Key Performance Indicators, monthly evaluations must be carried out in collaboration with the Quality Assurance and Learning & Development departments, incorporating suitable recognition or corrective actions as needed.
Monitor campaign performance in real time, offering strategic insights, guidance, and corrective measures to enhance delivery efficiency and effectiveness.
Analyze and document the customer journey for every client, pinpointing opportunities to enhance CRM tools—such as KATE—and contact center touchpoints.
Develop and maintain robust client relationships within your portfolio through consistent engagement in weekly check-ins and active participation in Monthly Business Reviews (MBRs) spearheaded by the Head of Operations.
Serve as the primary point of contact between the Head of Operations and departments including HR, IT, Finance, and Projects, ensuring the delivery of accurate and timely reports and updates.
Overseeing and leading operational activities, the Manager will provide strategic direction, ensure team alignment with organizational goals, and foster a productive work environment. Responsibilities include setting performance benchmarks, monitoring progress, and addressing any challenges to maintain efficiency. The role demands strong leadership skills, effective communication, and the ability to motivate and develop team members. Additionally, the Manager will coordinate cross-functional projects, allocate resources appropriately, and report on key performance indicators to senior leadership.
Establish, convey, and execute performance key performance indicators for Account Managers and Quality Assurance Officers.
Monitor both individual and team performance metrics for Account Managers (AM’s) and Quality Assessors (Was), analyzing patterns to detect trends, performance gaps, and areas requiring additional support.
Encourage the development of a team environment characterized by high performance, accountability, and strong collaboration.
Perform structured, growth-oriented performance assessments for Account Managers (AM’s) and Quality Assurance specialists (Was).
Foster a collaborative and encouraging workplace that cultivates personal accountability and high-performing teams.
Exercise discretionary judgment when elevating significant 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.
Provide consistent updates on progress toward Key Performance Indicators, including obstacles encountered, and the strategies implemented to address them.
Foster transparent, respectful communication and trust among teams, with a focus on partnerships with CSE’s, AM’s, and Was, while actively soliciting feedback and promoting cross-functional collaboration.
Seeking a qualified candidate to fulfill the role, we require an individual with a strong academic background in a relevant field, complemented by at least three years of hands-on experience in a comparable position. The ideal applicant will demonstrate exceptional organizational skills, meticulous attention to detail, and the ability to manage multiple priorities in a fast-paced environment. Proficiency in industry-standard software and tools is essential, along with excellent communication abilities to liaise effectively with stakeholders at all levels. Responsibilities include sourcing and screening candidates, conducting interviews, and coordinating hiring processes to ensure timely and efficient recruitment outcomes.
A minimum of two years of experience in a leadership or operational management capacity within a contact center environment is required, with direct 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 competencies include a robust proficiency in [specific software/tool], strong analytical capabilities, and excellent communication skills, both written and verbal. Candidates must demonstrate the ability to work independently as well as collaboratively within a team, with a keen attention to detail and a commitment to meeting deadlines. Prior experience in [specific industry/field] is highly advantageous, along with a proven track record of [specific achievement, e.g., project management, problem-solving, or process improvement]. Additionally, familiarity with [relevant regulations, standards, or methodologies] is essential to ensure compliance and operational efficiency.
Exceptional proficiency in both written and verbal communication is required.
Demonstrated expertise in guiding teams and fostering leadership growth.
Demonstrated expertise in using contact center software platforms and advanced reporting tools is required.
Analytical mindset coupled with exceptional problem-solving proficiency is essential.
Detail-oriented with strong commitment to thoroughness and completion of tasks
Proven capability to inspire, mentor, and enhance productivity within cross-functional teams through effective leadership and motivational techniques.
Demonstrates exceptional ability to prioritize tasks, organize workflows, and manage time efficiently while handling multiple responsibilities simultaneously.
Experienced in contact center and Customer Relationship Management (CRM) operational best practices.
To apply, please submit your application through the designated method outlined in the posting. Ensure all required documents and information are included as specified to facilitate the review process. For any inquiries regarding the application procedure, direct your questions to the provided contact details. Follow the outlined steps meticulously to ensure your application is processed efficiently.
To apply for this position, kindly utilize the provided link(s) to submit your application directly through the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
