Job Description
Job Profile
The Head of Operations will be responsible for overseeing the overall performance and strategic direction of our call center operations.
- This includes managing day-to-day activities, ensuring service quality, improving productivity, and aligning operations with business goals.
- The ideal candidate will have a proven track record in large-scale call center management, excellent leadership skills, and a passion for driving results through people and processes.
Key Responsibilities
- Lead, manage, and develop the operations team including Team Leaders, QA, and support functions.
- Drive performance metrics including customer satisfaction, service levels, productivity, and quality.
- Develop and implement operational strategies to improve efficiency and effectiveness.
- Analyze operational data and reports to identify areas for improvement.
- Collaborate with HR, Training, IT, and other departments to ensure smooth workflows.
- Handle escalations, manage client relationships, and represent operations in executive discussions.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Manage workforce planning, scheduling, and budget oversight.
Application’s Profile
- Minimum 7 years of experience in call center operations, with at least 3 years in a senior leadership role.
- Strong understanding of call center KPIs, workforce management, and quality frameworks.
- Proven ability to lead and inspire large teams in a fast-paced environment.
- Exceptional communication, interpersonal, and problem-solving skills.
- Proficiency in operational tools and reporting systems (e.g., Avaya, CRM platforms, WFM tools).
- Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA preferred).
What We Offer
- A competitive salary package.
- Performance-based incentives.
- Opportunities for career advancement.
- A dynamic and collaborative work environment.
To apply, please send your CV and a cover letter to [email protected]
Subject line: Application - Head of Operations
