Head of Contact Center Operations at Outcess Solutions Nigeria Limited

Job Summary:

We are looking for a seasoned and strategic Head of Contact Center Operations to lead and optimize our BPO contact center operations. The ideal candidate will bring deep experience in managing large-scale, multi-channel operations and a strong focus on performance, client satisfaction, and team development.

Key Responsibilities:

• Lead overall contact center operations across multiple clients, lines of business, and service channels (voice, email, chat).
• Ensure delivery of high-quality service and achievement of SLAs and KPIs.
• Build and manage high-performing teams; mentor and develop operations leaders.
• Collaborate closely with clients and internal stakeholders to ensure alignment of goals and expectations.
• Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.
• Manage staffing, forecasting, and workforce planning activities.
• Oversee reporting, analytics, and performance management processes.
• Ensure compliance with internal policies and regulatory requirements.

Requirements:

• Bachelor’s degree in Business, Operations Management, or a related field.
• Minimum 7 years of experience in BPO/contact center operations, with at least 4 years in a senior leadership role.
• Strong leadership and people management skills with a track record of building high-performing teams.
• In-depth understanding of contact center metrics, processes, and technology platforms.
• Experience managing multiple client accounts and geographies.
• Strong analytical, communication, and decision-making skills.
• Results-oriented with a focus on service quality and operational excellence.

What We Offer:

• Competitive salary
• HMO (Health Maintenance Organization) coverage
• Company pension plan