Operations Manager

The Operations Manager is responsible for the overall leadership, performance, and governance of the 24/7 Contact Centre (CC). This role oversees end-to-end CC operations, service quality, client relationship management, and contractor coordination to ensure reliable, compliant, and high-performing service delivery across all accounts.

The Operations Manager works very closely with the Head of CC to translate strategic direction into day-to-day operational execution, ensuring alignment in service standards, performance expectations, resource planning, and continuous improvement initiatives.

The role requires an experienced CC professional with strong people leadership, client management capability, and the ability to manage contractors and service partners operating under contractual and SLA-driven environments.

Key Responsibilities

1.  Overall Operations & Service Governance

• Provide overall management and leadership of the 24/7 CC operations,...