Overview

The role is to support the continued growth of the campaign. The successful candidate will be responsible for monitoring, evaluating and improving effectiveness of Quality standards on the campaign.

Qualifications

• 2/3 Years’ experience as an Operations Manager within the BPO sector.
• Proven experience in management of a contact center
• Experience in KPI Management
• Matric/ Equivalent

Responsibilities

• Analyze and maintain all Service Level agreements; implement improvement plans as needed
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirement)
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Conduct scheduled reviews wit...