Customer Operations Manager

Job description

The Customer Operations Manager is a strategic leadership role responsible for ensuring operational excellence, workforce efficiency, and service quality across call centers. This position oversees Workforce Management (WFM), Management Information Systems (MIS), Back Office Operations, Escalations, Training & Development, and customer Retention activities. The ideal candidate will drive performance optimization, compliance, and continuous improvement while maintaining high employee engagement and customer satisfaction.

Key Responsibilities & Duties:

1. Workforce Management (WFM) & MIS Oversight

Lead real-time monitoring, scheduling, and forecasting to ensure optimal staffing levels across all sites.
Forecasting & Scheduling: Develop accurate staffing models using historical data and trend analysis and implement WFM best practices to minimize shrinkage, reduce idle time, and improve efficiency.
Work closely with IT to optimize WFM tools and ensure seamless integration with CRM systems.
Develop and analyze daily/weekly/monthly reports MIS reports (KPIs, SLAs, attrition trends, productivity metrics) to drive data-driven decisions.

2.Back Office & Escalation Management

Supervise back-office operations, including ticketing systems, workflow processing, data management, and compliance audits.
Handle high-priority customer escalations, ensuring timely resolution and root-cause analysis (RCA) to prevent recurrence.
Collaborate with Quality Assurance (QA) and Operations teams to improve First Contact Resolution (FCR) and reduce escalation rates.
Develop and enforce Standard Operating Procedures (SOPs) for back-office workflows. Continuous Improvement: Partner with QA teams to refine processes based on feedback and audits.

3. Training & Development

Ensure the design, implementation and evaluation of training programs for new hires, existing agents, and team leads is conducted
Assist in ensuring training needs assessments are conducted and tailor programs to improve product knowledge, soft skills, and technical proficiency.
Monitor training effectiveness through KPIs (i.e compliance scores).
Partner with HR and L&D teams to create leadership development programs for high-potential employees.

4. Employee Retention & Engagement

Develop and execute retention strategies (e.g., recognition programs, career pathing, wellness initiatives) in conjunction with HR
Conduct engagement surveys, analyze feedback, and implement action plans to reduce attrition.
Work with HR to enhance performance management, rewards, and incentive programs.
Foster a positive work culture through team-building activities and open communication channels.

5. Cross-Functional Leadership & Continuous Improvement

Collaborate with internal and external stakeholders to align operations with business goals.
Drive process optimization using known market methodologies for performance
Ensure compliance with industry regulations) and client-specific requirements.
Present weekly, monthly and quarterly performance reviews to senior leadership with actionable insights.

Required Qualifications & Skills:

Education & Experience:

Bachelor’s degree in Business Administration, Operations Management, or related field/Equivalent
5+ years of experience in call center management, with expertise in WFM/MIS, Back Office, Training, and Retention.
Proven track record in improving KPIs call center KPIs
Experience with WFM practices

Key Competencies:

 Leadership: Strong ability to manage cross-functional teams and drive performance.
  Analytical Skills: Expertise in data analysis, forecasting, and reporting.
Problem-Solving: Ability to troubleshoot escalations and implement corrective actions.  Including IT related issues
Communication: Excellent verbal, written, and presentation skills.

Please submit your resume and a cover letter detailing your qualifications and experience to careers@bgsgroup.co.zm. Include “Customer Operations Manager Application” in the subject line.