Position Objective:
To uphold operational excellence and deliver results-driven campaign management, this position oversees assigned campaigns in collaboration with Account Managers and Quality Assurance Officers. By enforcing rigorous quality standards and maintaining alignment with client expectations, internal KPIs, and strategic objectives, the role ensures campaigns are executed effectively and efficiently.
Specialized Duties include overseeing intricate technical processes, ensuring adherence to stringent quality standards, and troubleshooting complex system discrepancies efficiently. Additionally, the role involves conducting detailed analyses to identify operational inefficiencies, implementing corrective actions, and collaborating with cross-functional teams to optimize workflows. Responsibilities encompass managing specialized equipment, maintaining precise documentation, and staying current with industry advancements to support innovation and continuous improvement initiatives.
Interpret and articulate campaign-specific business requirements to pertinent stakeholders, ensuring comprehensive documentation and clear communication throughout the process.
Maintain strict compliance with established quality standards and quality assurance insights while monitoring progress and initiating corrective actions when necessary.
Regularly assess operational workflows and procedures to uncover avenues for enhancement, heightened efficiency, and improved client satisfaction.
To develop and maintain consistent departmental processes that align with the organization’s strategic objectives and performance targets.
Deliver consistent coaching, performance evaluations, and guidance to Account Managers and Quality Assurance Officers.
Deliver targeted interventions for team members facing performance challenges by diagnosing underlying issues and proposing tailored solutions, such as targeted training initiatives, strategic reallocation of responsibilities, or process refinements to enhance operational effectiveness.
Collaborate with the Learning & Development Manager to provide Associate Managers and Quality Analysts with the essential training, upskilling opportunities, and resources required to accomplish their objectives.
Create and routinely update a “Top Performers Dashboard” to showcase outstanding achievements and measure success across campaigns.
Manage escalation protocols to guarantee adherence to established resolution pathways, with particular attention to client-sensitive matters.
Work in close partnership with the Head of Operations to manage daily contact center functions, focusing specifically on staffing, scheduling, and initiatives aimed at enhancing employee engagement.
Conduct structured feedback sessions with every client account, systematically documenting challenges and presenting strategic recommendations to HR and other departments via the Head of Operations.
Maintain strict accountability and ensure the prompt achievement of KPIs by both Account Managers and Quality Assurance teams.
Guide to Associate Managers in creating comprehensive, structured growth and development plans for Customer Support Engineers by leveraging performance data and incorporating structured feedback mechanisms.
To guarantee that all positions—Customer Support Engineers, Account Managers, Quality Assurance Specialists, and Trainers—possess well-defined Key Performance Indicators, monthly performance evaluations must be executed 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, leadership, and corrective guidance to ensure optimal delivery.
Analyze and document the complete customer journey for every client, pinpointing opportunities to enhance CRM systems—including KATE—and contact center interactions.
Build and maintain robust client relationships through participation 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 departments—HR, IT, Finance, and Projects—ensuring the timely preparation and delivery of reports and updates.
Oversee operational activities, ensuring alignment with organizational goals while leading and motivating teams to achieve performance targets. Develop and implement strategic initiatives to enhance productivity, efficiency, and workplace culture. Foster a collaborative environment that encourages innovation, accountability, and continuous improvement. Monitor departmental performance through KPI tracking, data analysis, and regular reporting to senior leadership. Delegate responsibilities effectively, aligning roles with individual strengths to optimize team output. Drive process improvements by identifying inefficiencies and implementing corrective measures. Ensure compliance with company policies, industry regulations, and legal standards. Act as a liaison between senior management and staff, facilitating transparent communication and resolving escalated issues.
Establish, convey, and execute performance Key Performance Indicators (KPIs) for Account Managers and Quality Assurance Officers.
Monitor individual and team performance for Account Managers (AM’s) and Quality Analysts (Was), analyzing patterns, pinpointing deficiencies, and determining areas where additional assistance is required.
Cultivate an environment where accountability, collaboration, and high performance thrive among team members.
Perform structured, growth-oriented performance assessments for Account Managers (AM’s) and Quality Assurance (QA) team members.
Foster a collaborative and encouraging workplace culture that cultivates personal accountability and high-performing teams.
Utilize informed decision-making to elevate significant team and operational issues to senior leadership for timely resolution and strategic consideration.
Develop and execute monthly, quarterly, and annual performance plans grounded in data-driven insights to drive continuous improvement and strategic alignment.
Consistently provide updates on the progress of Key Performance Indicators, including any obstacles encountered, and the strategies implemented to address them.
Foster transparent, respectful communication and cultivate trust among teams, with a particular emphasis on collaboration with Customer Support Engineers, Account Managers, and Quality Assurance professionals, while actively soliciting feedback and promoting interdepartmental cooperation.
We are seeking a highly motivated individual to join our team, and invite qualified candidates to apply. The ideal applicant must possess a minimum of three years of relevant professional experience in the specified field. A bachelor’s degree in a related discipline is mandatory, along with proficiency in relevant software and tools. Strong analytical, communication, and organizational skills are essential for success in this role, as are the ability to work both independently and collaboratively within a team environment. The successful candidate will be responsible for managing multiple projects, conducting thorough research, and ensuring all tasks are completed within established deadlines.
Candidates must possess at least two years of demonstrated leadership or operational management experience in a contact center environment, having actively supervised service delivery processes and quality assurance initiatives.
A bachelor’s degree in Business Administration, Management, Human Resources, or a closely related discipline is required.
Required competencies include proficiency in [specific software/tools], strong analytical abilities, and excellent communication skills. Candidates must possess a minimum of [X] years of relevant experience in [industry/field], along with a proven track record of [specific achievements or tasks]. The ideal applicant will demonstrate adaptability, problem-solving capabilities, and a commitment to continuous learning. Additionally, familiarity with [specific methodologies, frameworks, or regulations] is essential.
Exceptional proficiency in both written and verbal communication is required.
Accomplished in guiding teams and cultivating leadership skills among members, ensuring cohesive collaboration and optimal performance through strategic direction and mentorship.
Demonstrates strong competence in utilizing contact center software and reporting tools effectively.
Individuals who possess a keen analytical approach coupled with exceptional problem-solving proficiency are encouraged to apply.
Demonstrates meticulous attention to detail and ensures thorough follow-through on all tasks.
Proven capability to guide, mentor, and enhance productivity within cross-functional teams, fostering collaboration and achieving performance targets across varied organizational settings.
Possesses exceptional ability to prioritize tasks, organize workflows efficiently, and manage multiple responsibilities simultaneously while maintaining strict adherence to deadlines. Demonstrates advanced capability in coordinating activities, allocating resources effectively, and balancing competing demands to ensure optimal productivity and timely project completion. Exhibits strong proficiency in structuring schedules, setting clear objectives, and adapting plans dynamically to accommodate evolving priorities or unexpected challenges.
Demonstrates a comprehensive understanding of industry-leading methodologies and frameworks for optimizing contact center and CRM operations.
We welcome applications submitted solely through the designated application method. Please ensure you follow the specified procedure to complete your submission accurately.
To submit your application, please utilize the provided link(s) on the company’s official website.
Qualifications
BA/BSc/HND
Experience Required
2 years
