Head, Contact Centre Operations at Outcess Solutions Nigeria Limited

Job brief

We are looking for Head, Contact Centre Operations to oversee daily activities across functions such as Business Process Outsourcing, Contact center operations, and regulatory compliance.

Head of Contact Centre Operations responsibilities include designing policies, overseeing customer service and implementing technology solutions. You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business. You must be committed to productivity and compliance.

Ultimately, you will ensure our contact centre operations run smoothly and that people are productive. 

Responsibilities

• Formulate business strategy with others in the executive team
• Design policies that align with overall strategy
• Implement efficient processes and standards
• Coordinate customer service operations and find ways to ensure customer retention
• Ensure compliance with local and international laws (e.g. data protection)
• Oversee the implementation of technology solutions throughout the organization
• Manage contracts and relations with customers, vendors, partners and other stakeholders
• Evaluate risk and lead quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements

Requirements and skills

• Proven experience as Head of Operations, Operations Director or similar leadership role
• Familiarity with all business functions including BPO, Contact center, supply chain and IT
• Experience with implementing BPO operations 
• Knowledge of data analytics and reporting
• Good with numbers and financial planning
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mind
• Problem-solving aptitude
• BPO/Contact Centre Experience is a must
• At least 3 years experience in the BPO/Contact Centre space
• BSc/BA in Business, Computer Science or other relevant field