Overview

Outcess is an integrated customer engagement and business process outsourcing company. We deliver innovative digital solutions that empower and optimise the performance of people, teams and organisations.

Job Position: Head of Contact Centre Operations
Location: Ikeja, Lagos

Job Descriptions

  1. We are looking for a Head of Contact Centre Operations to oversee daily activities across functions such as Business Process Outsourcing, Contact Centre operations and regulatory compliance.
  2. Head of 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. If you’re also committed to productivity and compliance, we’d like to meet you.
  3. Ultimately, you’ll ensure our operations run smoothly and that people are productive.BPO/Contact Centre Experience is a must
  4. At least 3 years of experience in the BPO/Contact Centre space

Job Responsibilities

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

Requirements and Skills

  1. BSc / BA in Business, Computer Science or other relevant field
  2. At least 3 years of experience in the BPO/Contact Centre space
  3. Proven experience of at least 7 years as Head of Operations, Operations Director or similar leadership role
  4. Familiarity with all business functions, including BPO, Contact centre, supply chain and IT
  5. Experience with implementing BPO operations
  6. Knowledge of data analytics and reporting
  7. Good with numbers and financial planning
  8. Outstanding communication and negotiation skills
  9. Excellent organisational and leadership ability
  10. Analytical mind
  11. Problem-solving aptitude
  12. BPO/Contact Centre Experience is a must.

How to Apply
Interested and qualified candidates should send their CV to: happiness.akpan@outcess.com / recruitment@outcess.com using the Job Title as the subject of the email.

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