Ops Manager / Customer Expereince Leader

SUMMARY:
BPO Call Centre Operations Manager – Lead, Coach & Elevate Customer Experience!

POSITION INFO:

We’re looking for an experienced Operations Manager – Customer Experience to lead a dynamic call centre team, ensuring top-tier performance and customer satisfaction. This role is responsible for driving operational excellence, meeting key performance metrics, and fostering a culture of continuous improvement.

Key Responsibilities

• Performance & Operations Management: Ensure all KPIs are met or exceeded, including customer satisfaction, compliance, and service delivery.

• Client Relationship Management: Maintain strong relationships with clients at an operational level to ensure high satisfaction and service excellence.

• Team Leadership & Development: Lead, motivate, and coach team leaders to create high-performing teams that deliver exceptional customer service.

• Employee Engagement: Collaborate with HR to boost engagement, minimize attrition, and build a positive and rewarding work environment.

• Continuous Improvement: Analyze performance data to identify areas for enhancement and implement strategic improvements.

• Communication & Reporting: Provide regular business updates and performance reports to internal stakeholders and clients.

Decision-Making & Strategy

• Align business objectives with client expectations and strategic goals.

• Make data-driven decisions to enhance performance, productivity, and team effectiveness.

• Oversee performance management and handle disciplinary matters where necessary.

Stakeholder Engagement

• External: Work closely with operational clients and support functions.

• Internal: Collaborate with teams across operations, client engagement, people & culture, and business innovation.

Financial & Managerial Accountability

• Manage revenue, gross margin targets, and financial performance for the business unit.

• Identify opportunities for revenue growth and operational efficiencies.

• Lead and develop team leaders to ensure a high-performing workforce.

What You Need to Succeed

Qualifications & Skills

Essential:

• Strong leadership experience in a contact centre operations role.

• Proven ability to coach and develop leaders to drive performance.

• A track record of meeting and exceeding KPIs in a fast-paced environment.

• Strong commercial acumen with experience managing budgets and revenue targets.

• Excellent client relationship management skills.

• Proficiency in Microsoft Office (Excel, PowerPoint, Word).

• Strong communication and presentation skills.

Preferred:

• Strategic thinker with a solutions-oriented mindset.

• Passion for delivering exceptional customer experiences.

• Enthusiastic, goal-driven, and highly motivated to exceed targets.

NB! This job is now closed. You can apply for other jobs by uploading your CV.