Head of Telemarketing contact Center at Reputable Company

About the Role

We are seeking an experienced Head of Telemarketing Contact Center to oversee all contact center operations and lead our team of operators. In this leadership position, you will be responsible for driving performance, developing strategic initiatives, and ensuring operational excellence across the contact center.

Key Responsibilities

• Oversee the performance of all Contact Center Operators and provide leadership, coaching, and support
• Develop and implement plans to achieve call center targets and increase overall productivity
• Manage team rosters, allocate duties, and handle staffing decisions including hiring and terminations
• Manage the daily activities of Contact Center teams and assess performance metrics
• Provide training and development to Contact Center Operators to ensure quality performance
• Ensure full application of call center regulations, policies, and compliance standards
• Monitor and maintain daily dashboards on key indicators and statistics
• Handle escalated problems and queries requiring higher-level authority
• Review employee performance and report progress to management

Required Qualifications and Experience

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

Key Attributes

• Ability to work effectively under pressure
• Strong deadline management and quick response capabilities
• Willingness to work extended hours when required
• Strong leadership and team management skills

Job Details

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