Job Summary
The Operations Manager will be responsible for overseeing daily contact centre operations, ensuring service delivery excellence, operational efficiency, and profitability. The role requires strong leadership, analytical capability, and hands-on experience in a BPO or call centre environment. The successful candidate will drive performance against client SLAs while managing workforce planning, cost optimization, and team development initiatives.
Key Duties & Responsibilities:
· Operational Performance: Monitor real-time operations, adjust staffing, and ensure SL, AHT, CSAT, NPS, and FCR targets are consistently achieved while driving continuous improvement.
· Client & SLA Management: Manage client SLAs, ensure contractual compliance, analyze performance trends, and maintain effective stakeholder communication.
· Workforce Planning: Lead demand-based headcount planning and optimize staffing, attendance, shrinkage, and overtime control.
· Oversee operational costs, manage budgets efficiently, and drive overall profitability.
· Lead, coach, and develop Team Leaders and Supervisors while fostering a high-performance culture.
· Compliance: Ensure strict adherence to company policies, regulatory requirements, and operational best practices.
· Analyze performance data and present actionable insights and reports to management and clients.
Qualifications & Skills:
· MBA or Bachelor’s Degree in Business Administration, Operations Management, Project Management, or related field.
· Minimum of 3–5+ years’ experience in a senior operations role within a BPO/call centre business.
· Proven experience managing client SLAs and driving profitability.
Salary
Competitive
Monthly based
Location
Tema, Greater Accra Region, Ghana
Tema, Greater Accra Region, Ghana