Key Responsibilities: Operational Leadership: Lead, mentor, and support the Contact Centre team, fostering a high-performance culture that aligns with company goals and client expectations. Performance Management: Monitor key performance indicators (KPIs) daily and analyze metrics to ensure optimal team performance and achievement of client SLAs. Client Relations: Maintain strong client relationships by ensuring service excellence, actively addressing issues, and providing regular reporting on performance. Strategic Planning: Collaborate with senior leadership to develop and implement strategies that drive efficiency, productivity, and continuous improvement. Resource Management: Oversee staffing, scheduling, and resource allocation to ensure balanced workloads and efficient operations. Process Improvement: Identify areas for operational improvement and lead initiatives to enhance efficiency, streamline processes, and improve customer satisfaction. Reporting & Analysis: Prepare and present comprehensive reports on operational performance, workforce management, and other key metrics. Compliance & Standards: Ensure adherence to all company policies, industry standards, and regulatory requirements, including ISO and other quality frameworks. Team Development: Drive employee engagement and support professional growth through ongoing coaching, training, and development opportunities. Requirements: Experience: Minimum of 4-6 years of experience in an operations management role within a BPO or contact centre environment. Leadership Skills: Demonstrated success in managing and motivating teams, with a strong focus on performance and continuous improvement. Client-Focused: Excellent client management skills with a track record of meeting and exceeding SLAs and client expectations. Analytical Abilities: Strong analytical skills with experience in interpreting performance metrics and data-driven decision-making. Technical Proficiency: Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiarity with dialer systems and CRM platforms. Compliance Knowledge: Familiar with industry standards and compliance requirements, including ISO and other quality frameworks. Comfortable working night shift. Preferred Qualifications: Education: Bachelors degree in business management, Operations, or related field. What We Offer: A dynamic, fast-paced work environment in a growing company. Opportunities for professional growth and development. Competitive salary and benefits package. An inclusive workplace that values diversity and encourages innovative thinking.
