KEY RESPONSIBILITIES

Operational Oversight

• Ensure smooth day-to-day operations and address workflow challenges
• Align campaign execution with broader business goals
• Resolve bottlenecks and maintain service delivery standards

Performance Management

• Track KPIs and monitor team performance closely
• Analyze data and implement improvement plans to boost results
• Support the Operations Manager in driving efficiency and quality

Team Leadership

• Lead, coach, and mentor Team Managers, QA Agents, and other staff
• Foster a performance-driven culture aligned with Mango5 values
• Drive employee engagement and retention

Strategic Execution

• Translate business strategies into practical, measurable actions
• Ensure team execution supports the department’s overall vision and goals

Cross-Functional Collaboration

• Coordinate with internal teams including HR, Finance, and Client Services
• Ensure seamless delivery through effective resource and workflow alignment

Compliance & Risk Management

• Enforce adherence to regulatory standards, company policies, and procedures
• Identify and mitigate operational risks proactively

Client & Stakeholder Engagement

• Support client initiatives and foster strong relationships
• Collaborate with the Operations Manager to meet SLAs and client expectations

QUALIFICATIONS

• Matric (Essential)
• Bachelor’s Degree or Diploma in Business Administration, Operations Management, or a related field (Advantageous)
• 3–5 years’ international BPO/contact center experience
• 2+ years’ experience managing client relationships, ideally with U.S. clients
• Proven track record in leading team managers and delivering on campaign goals
• Clear criminal and credit record