Job Type:         Full Time

Position:          Senior Operation Manager

Start Date:       Immediately 

Job Purpose:  We are seeking a highly skilled and experienced candidate to take on a leadership role within our Contact Centre Operations team. The candidate will play a crucial role in inspiring and motivating our staff to provide optimal and differentiated care to our clients’ customer base. With a strong focus on continuous improvement and operational excellence, the candidate will be responsible for achieving the contractual (KPIs) as agreed upon with our clients.

Job Requirements:

• To provide strategic leadership and operational oversight to the day-to-day call centre operations. 
• To lead and motivate a team of supervisors and call center agents, fostering a positive work environment and delivering exceptional customer service.
• To Drive operational excellence and ensure the achievement of client driven KPIs and SLAs through strong people management, operational focus and process / quality control.
• Champion a customer-centric approach and continuously improve the customer experience. 
• Develop and maintain comprehensive reports and performance metrics to track call center performance.
• Collaborate with internal stakeholders and build strong relationships with key clients.

Must have:

• Minimum B.sc in Administration or Business Management or any relevant degree. 

• Minimum of 5 years in an Operations management role- preferably in contact centre 

• Strong leadership and people management skills, with the ability to motivate and inspire a diverse team.
• Excellent understanding of call center operations, workforce management, and performance metrics.
• Analytical and problem-solving skills, with the ability to make data-driven decisions