CX Operations Manager

Description Are you passionate about operational excellence, people leadership, and service delivery? We are seeking a motivated Operations Manager to join our team in Accra and lead a high-performing operation focused on client and customer success.
In this role, you will coach and supervise a team of Team Leaders, providing the direction and support needed to drive performance, accountability, and engagement. You will also play an important role in client relationship management, ensuring service delivery standards are met while achieving key service level agreements and financial targets.
This is an excellent opportunity for a strong leader who thrives in a dynamic environment and is committed to delivering quality results through people, process, and performance.Essential Functions/Core Responsibilities 

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

• 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 requirements

• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

• Create and maximize relationships with client partners

• Provide leadership and guidance to direct reports  to ensure consistent administration of company policies and standards;  define and implement any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

• Create a positive work environment  through employee engagement; resolve employee relation issues in a professional and timely manner

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders

Candidate Profile 

• Associate's Degree in related field with more than of experience 1 year of Progressive Management Experience

• Call center experience is essential

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

• Work well under pressure and follow through on items to completion while maintaining professional demeanor

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule and comfortable working nightshift and US time zones

Concentrix is an equal opportunity employer.

Concentrix is a Disability Confident and equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

GHA Accra - No 18, Castle road North Ridge

Language Requirements:

Time Type:

Full time