Head of Contact Center Operations

3 weeks ago

Lagos, Lagos, Nigeria Outcess Solutions Nigeria Limited Full time

Job brief

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

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.

Ultimately, you'll ensure our operations run smoothly and that people are productive. BPO/Contact Centre Experience is a must

At least 3 years experience in the BPO/Contact Centre space

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 of atleast 7 years of 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

NOTE : FEMALES ONLY FOR GENDER BALANCE

  • Contact Center Analyst

    3 weeks ago

    Lagos, Lagos, Nigeria Helium Health Full time

    The Contact Center Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE. This individual will be required to answer requests, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.Responsibilities: Inbound Request...

  • Contact Center Analyst

    4 weeks ago

    Lagos, Lagos, Nigeria Helium Health Full time

    The Contact Center Analyst is to provide outstanding service to our customers and potential customers in Qatar and UAE. This individual will be required to answer requests, handle complaints, and troubleshoot problems in a professional and polite manner to ensure effective resolution and customer satisfaction.Responsibilities: Inbound Request...

  • Contact Center Intern

    2 months ago

    Lagos, Lagos, Nigeria Invent Alliance Limited Full time

    ABOUT THE COMPANYInvent Alliance Limited is a company specialized on creation of multi sector and multi discipline business platform with specialist partnerships for value co-creation in each of the different business segments through modern co-petition business principles.JOB SUMMARYRequirementsCandidates should possess a Degree in any field.Importantly we...

  • Contact Center Personnel

    3 weeks ago

    Lagos, Lagos, Nigeria MacTay Consulting Full time

    ABOUT THE COMPANYWe are one of the first and leading management consulting firms in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through bespoke solutions that meet our clients' needs. We have a proven track record of providing excellent services that impact our clients' businesses.JOB...

  • Contact Center Personnel

    2 months ago

    Lagos, Lagos, Nigeria MacTay Consulting Full time

    ABOUT THE COMPANYWe are one of the first and leading management consulting firms in Nigeria, providing HR services to our clients in Africa since 1982. We focus on adding value to organisations through bespoke solutions that meet our clients' needs. We have a proven track record of providing excellent services that impact our clients' businesses.JOB...

  • Contact Center Agent

    1 hour ago

    Lagos, Lagos, Nigeria Bukka Hospitality Limited Bukka Hut Full time

    Job DescriptionMake outbound calls and receive inbound calls.Take customer orders, process them, and follow up with them.Provide exceptional customer service and ensure customer satisfaction.Handle customer complaints or inquiries.Provide customers with needed information and support.Save customers' information in the company database.Job...

  • Head of Operation

    7 days ago

    Lagos, Lagos, Nigeria PHR Solutions Limited Full time

    Job DescriptionThe head of operations is responsible for the overall operations of the microfinance bank, including cash management, loan management and disbursement, customer service, operational risk management and compliance regulations.You will oversee the operations team and develop and implement policies and proceedures to ensure the smooth and...

  • Head of Operation

    2 weeks ago

    Lagos, Lagos, Nigeria PHR Solutions Limited Full time

    Job DescriptionThe head of operations is responsible for the overall operations of the microfinance bank, including cash management, loan management and disbursement, customer service, operational risk management and compliance regulations.You will oversee the operations team and develop and implement policies and proceedures to ensure the smooth and...

  • Data Center Lead

    7 days ago

    Lagos, Lagos, Nigeria IpNX Nigeria Limited Full time

    Job SummaryWe are seeking a Data Center lead to join our team in Lagos, Nigeria.The data center lead is the lead accountable person to ensure the Asset portfolio is managed and maintained through its suppliers compliantly, taking due regard to statutory and mandatory legislative requirements.Provide operations and maintenance leadership through controlling,...

  • Data Center Lead

    2 weeks ago

    Lagos, Lagos, Nigeria IpNX Nigeria Limited Full time

    Job SummaryWe are seeking a Data Center lead to join our team in Lagos, Nigeria.The data center lead is the lead accountable person to ensure the Asset portfolio is managed and maintained through its suppliers compliantly, taking due regard to statutory and mandatory legislative requirements.Provide operations and maintenance leadership through controlling,...

  • Head of Operations

    1 hour ago

    Lagos, Lagos, Nigeria Workforce Group Full time

    Role Overview:The Head of Operations is a critical leadership role responsible for overseeing the overall operational efficiency and effectiveness of the organizationThis role entails driving excellence in daily operations, implementing strategic initiatives, ensuring customer satisfaction, and fostering a culture of continuous improvement across all...

  • Head of Operations

    4 weeks ago

    Lagos, Lagos, Nigeria Ultraviolet Microfinance Bank Full time

    Job DescriptionAs the Head of Operations at our Bank, you will be responsible for overseeing the day-to-day activities and processes that drive the efficient and effective functioning of the bank's operations.Reporting directly to the Chief Executive Officer CEO , you will play a key role in optimizing operational performance, enhancing customer experience,...

  • Head of Operations

    7 days ago

    Lagos, Lagos, Nigeria Ultraviolet Microfinance Bank Full time

    Job DescriptionAs the Head of Operations at our Bank, you will be responsible for overseeing the day-to-day activities and processes that drive the efficient and effective functioning of the bank's operations.Reporting directly to the Chief Executive Officer CEO , you will play a key role in optimizing operational performance, enhancing customer experience,...

  • Head of Operations

    3 weeks ago

    Lagos, Lagos, Nigeria Ultraviolet Microfinance Bank Full time

    Job DescriptionAs the Head of Operations at our Bank, you will be responsible for overseeing the day-to-day activities and processes that drive the efficient and effective functioning of the bank's operations.Reporting directly to the Chief Executive Officer CEO , you will play a key role in optimizing operational performance, enhancing customer experience,...

  • Head of Operations

    2 months ago

    Lagos, Lagos, Nigeria Fadac Resources and Services Full time

    ABOUT THE COMPANYFadac Resources and Services – We provide businesses with human capital solutions that can help improve oral performance while reducing employment practice risk.We can assist organization no matter how large or small to establish, outsource and trouble shoot any human resources functions/ challenges Our believe is that people are the...

  • Head, Business Operations

    3 weeks ago

    Lagos, Lagos, Nigeria The Concept Group Full time

    ABOUT THE COMPANYThe genesis of The Concept Group was initially borne from a functional and structural approach, simply delivering better effectiveness through shared services of back office functions for its more market facing organizations.As the organization grew, the Group along with its member subsidiaries have evolved to embody much more. As a tested...

  • Head, Business Operations

    2 months ago

    Lagos, Lagos, Nigeria The Concept Group Full time

    ABOUT THE COMPANYThe genesis of The Concept Group was initially borne from a functional and structural approach, simply delivering better effectiveness through shared services of back office functions for its more market facing organizations.As the organization grew, the Group along with its member subsidiaries have evolved to embody much more. As a tested...

  • Data Center Facility Manager

    4 weeks ago

    Lagos, Lagos, Nigeria MainOne Full time

    ABOUT THE COMPANYMainOne is a broadband infrastructure company providing innovative telecoms services and network solutions across West Africa. Since its launch in 2010, MainOne has developed a reputation for providing highly reliable services to major telecom operators, ISPs, government agencies, small to large enterprises, and educational institutions in...

  • Data Center Facility Manager

    7 days ago

    Lagos, Lagos, Nigeria MainOne Full time

    ABOUT THE COMPANYMainOne is a broadband infrastructure company providing innovative telecoms services and network solutions across West Africa. Since its launch in 2010, MainOne has developed a reputation for providing highly reliable services to major telecom operators, ISPs, government agencies, small to large enterprises, and educational institutions in...

  • Data Center Facility Manager

    3 weeks ago

    Lagos, Lagos, Nigeria MainOne Full time

    ABOUT THE COMPANYMainOne is a broadband infrastructure company providing innovative telecoms services and network solutions across West Africa. Since its launch in 2010, MainOne has developed a reputation for providing highly reliable services to major telecom operators, ISPs, government agencies, small to large enterprises, and educational institutions in...