About The Role

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Oversee the day-to-day operations of the contact centre, including workforce planning, resource allocation, and performance management
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Develop and implement strategies to improve operational efficiency, productivity, and customer satisfaction
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Lead and motivate a team of team leaders, supervisors, and agents, providing coaching, training, and support
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Collaborate with other departments, such as Quality Assurance and Training, to ensure consistent service delivery
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Monitor and analyse key performance indicators, identifying areas for improvement and implementing corrective actions
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Ensure compliance with relevant policies, procedures, and industry regulations
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Foster a positive and engaged work environment that promotes employee well-being and professional development

Minimum 5 years of experience in a senior operations or contact centre management role
Proven track record of leading and developing high-performing teams in a fast-paced, customer-centric environment
Excellent problem-solving, decision-making, and conflict resolution skills
Strong understanding of contact centre operations, including workforce management, quality assurance, and performance management
Proficient in data analysis and reporting, with the ability to use insights to drive continuous improvement
Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
Familiarity with relevant industry regulations and best practices