Head of Telemarketing contact Center at Reputable Company

Position Overview

We are seeking an experienced Head of Contact Center Operations to oversee and manage all contact center activities. In this leadership role, you will provide strategic direction, coaching, and support to your team while driving operational excellence and achieving organizational targets.

Key Responsibilities

• Oversee the performance and productivity of all Contact Center Operators
• Develop and implement strategies to increase overall contact center productivity and functionality
• Manage contact center team activities on a daily basis and assess performance metrics
• Manage rosters, allocate duties, and schedule staff assignments
• Hire, train, and manage contact center staff
• Provide coaching, support, and training to Contact Center Operators to ensure optimal performance
• Handle employee relations issues, problems, and queries requiring higher-level authority
• Review employee performance and report progress to management
• Ensure full compliance with all call center regulations and policies
• Monitor and maintain daily dashboards for key indicators and statistics

Required Qualifications

• Tertiary degree in Business Administration or related field
• Minimum 3 years' experience as a Call Operations Manager or similar supervisory role in a contact center environment

Key Attributes

• Ability to work effectively under pressure
• Strong capability to meet deadlines and respond quickly to queries
• Willingness to work extended hours when required
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities

Job Details

• Position Type: Full-Time
• Location: Accra, Ghana
• Category: Administrative/Management