Operations Manager – Customer Experience (BPO Call Centre)

Description:

About the Role

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: Analyse 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.

Requirements:

About the Role

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: Analyse 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.

• 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: Analyse 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.

• 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.

• External: Work closely with operational clients and support functions.
• Internal: Collaborate with teams across operations, client engagement, people & culture, and business innovation.

• 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.

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.

• 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.

• Strategic thinker with a solutions-oriented mindset.
• Passion for delivering exceptional customer experiences.
• Enthusiastic, goal-driven, and highly motivated to exceed targets.

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.