Oversee and execute a comprehensive range of critical duties, including but not limited to project management oversight, team leadership, and strategic planning initiatives. Ensure alignment with organizational objectives by monitoring progress, analyzing performance metrics, and implementing process improvements as necessary. Collaborate cross-functionally with stakeholders to foster innovation, resolve operational challenges, and drive sustainable growth. Maintain rigorous adherence to compliance standards, quality benchmarks, and industry regulations while fostering a culture of accountability and continuous improvement. Serve as a key liaison between senior leadership and operational teams to facilitate transparent communication and data-driven decision-making.
We are responsible for overseeing operational performance metrics and ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). This role involves monitoring performance trends, identifying areas for improvement, and driving initiatives to meet or exceed established targets. Additionally, we maintain accountability for tracking and reporting on SLA/KPI compliance, providing transparency to stakeholders while fostering continuous operational excellence.
Ensure strict adherence to service level agreements (SLAs) across every operational queue and function, consistently delivering performance that meets or exceeds agreed-upon thresholds at all times.
Monitor real-time KPI data and trending metrics to proactively detect deviations, addressing them promptly to prevent potential breaches before they escalate.
Collaborate with the Workforce Management team to achieve efficient scheduling, strategic coverage planning, and maximum headcount utilization throughout all shifts.
Elevate systemic performance risks to senior leadership by providing comprehensive context, thorough impact evaluations, and actionable remediation strategies.
Conduct operational reviews on a daily, weekly, and monthly basis to verify data integrity and generate meaningful insights across all levels.
Provides oversight and direction for a team, overseeing staff performance, development, and engagement to ensure alignment with organizational objectives. Responsible for recruiting, onboarding, and retaining top talent while fostering a collaborative and high-performing work environment. Implements performance management strategies, including goal setting, feedback delivery, and career progression planning. Addresses employee concerns, resolves conflicts, and promotes diversity, equity, and inclusion initiatives. Collaborates with HR to uphold company policies, compliance standards, and workplace safety protocols.
Oversee a team of Team Leaders with a focus on delivering precise guidance, offering ongoing mentorship, and implementing systematic performance tracking.
Conduct consistent one-on-one meetings, group evaluations, and structured performance evaluations; develop and execute tailored growth initiatives for both high-performing and underperforming team members.
Cultivate an environment characterized by psychological safety, elevated benchmarks, and ongoing growth, enabling individuals to proactively identify issues and propose solutions.
Demonstrate exceptional discretion and professionalism in all personnel-related matters, especially when handling confidential workflows, disciplinary actions, or sensitive information.
Swiftly and fairly address interpersonal and operational conflicts, elevating unresolved issues to HR or senior leadership as necessary.
Duties involve overseeing and managing sensitive operational workflows to ensure compliance with regulatory standards and organizational policies. The role requires meticulous attention to detail, strong analytical skills, and the ability to maintain strict confidentiality in all processes. Candidates must demonstrate prior experience in governance frameworks, risk assessment, and policy implementation within high-stakes environments. Responsibilities include monitoring workflow integrity, identifying potential vulnerabilities, and implementing corrective measures to mitigate risks. Excellent communication skills are essential for coordinating with stakeholders and reporting on governance-related matters.
Ensure meticulous supervision of all high-sensitivity operational duties, with unwavering adherence to established protocols, regulatory compliance, and data security standards.
Ensure that Team Leaders receive comprehensive briefings, targeted training, and the necessary tools to effectively oversee sensitive workflows.
Identify potential risks linked to the handling of sensitive tasks, such as data protection, escalation protocols, and exception management, and implement measures to mitigate them effectively.
Serve as the primary responsible party for ensuring operational compliance within the designated team scope, collaborating closely with key stakeholders to maintain alignment and adherence to regulatory and organizational standards.
We enhance operational efficiency and drive ongoing enhancements through systematic process optimization and continuous improvement initiatives.
Conduct frequent evaluations of current workflows to detect inefficiencies, quality deficiencies, or potential compliance vulnerabilities.
Spearhead structured improvement initiatives, guiding them from initial diagnosis through implementation and subsequent measurement to ensure lasting, sustainable change.
Foster a culture of innovation by establishing open channels for Team Leaders and agents to share ideas and identify operational challenges.
Review, revise, and implement standard operating procedures (SOPs) consistently across all operational queues to ensure compliance and efficiency.
Provides reporting, analytics, and decision support functions to enhance organizational insights and strategic planning. Develops and maintains data-driven reports, dashboards, and visualizations to monitor performance metrics and identify trends. Collaborates with cross-functional teams to gather requirements, interpret data, and deliver actionable insights that inform business decisions. Ensures accuracy, consistency, and timely delivery of analytical outputs while adhering to established standards and best practices. Leverages advanced analytical tools and methodologies to support data-driven decision-making across the organization.
Craft comprehensive operational reports and dynamic dashboards tailored for senior leadership, encompassing performance metrics, risk assessments, workforce analytics, and quality evaluations.
Examine historical and current data to identify trends, enabling accurate forecasting, effective capacity planning, and informed strategic decision-making.
Deliver precise and prompt reporting formatted to facilitate strategic decision-making for senior leadership.
We excel in engaging stakeholders and fostering productive cross-functional partnerships to drive alignment and achieve shared objectives. Our approach emphasizes clear communication, proactive relationship-building, and collaborative problem-solving to ensure seamless integration of efforts across diverse teams and departments. This role requires the ability to influence without authority, manage competing priorities, and maintain strong connections with internal and external partners to deliver cohesive and impactful results.
Serve as the key operational point of contact, bridging the gap between the team and senior leadership while converting strategic goals into actionable team directives.
Work collaboratively with the Support, Quality, Training, HR, and Workforce Management teams to identify and resolve cross-functional challenges, fostering enhanced teamwork and operational efficiency.
Maintain transparent and consistent communication channels, ensuring dialogue flows effectively upward to leadership, horizontally among peers, and downward to Team Leaders and agents.
Serve as the primary liaison for operations within business reviews, strategic planning initiatives, and project execution teams.
Seeking a candidate with a Bachelor’s degree in a relevant field and a minimum of three years of experience in a comparable role. Proficiency in Microsoft Office Suite and advanced analytical skills are essential. The ideal applicant will demonstrate strong problem-solving abilities, excellent communication skills, and the capacity to work both independently and collaboratively in a fast-paced environment. Additional requirements include experience with project management tools and a proven track record of meeting deadlines.
Minimum of three years’ experience in operations management or senior team leadership, preferably within a contact center, BPO, or service delivery setting.
Proven track record leading and developing Team Leaders, with a focus on fostering high performance through delegation and coaching rather than individual execution.
Accomplished success in consistently meeting or exceeding SLA and KPI targets within fast-paced, high-volume operational settings.
Demonstrated expertise in overseeing sensitive, intricate, or regulated initiatives while maintaining the necessary level of precision and confidentiality.
Demonstrates a high level of data proficiency, with the ability to navigate performance dashboards effectively, perform in-depth root-cause analysis, and articulate insights clearly to senior stakeholders.
Proficient in both written and verbal communication, with the ability to tailor style and content to suit diverse audiences.
Achieves performance metrics consistently and spearheads operational enhancements with measurable success.
A bachelor’s degree in Business Administration, Operations Management, or a closely related discipline—along with relevant professional experience of equivalent standing—is required.
Proficiency in workforce management systems and scheduling software is required.
Familiarity with quality assurance frameworks, regulatory compliance standards, or controlled operational processes is essential.
Six Sigma, PRINCE2, or comparable process improvement certifications are required for this role.
Qualifications
BA/BSc/HND
Experience Required
3 - 6 years
