Head of Contact Center Operations (Female) at Outcess Solutions Nigeria Limited

Outcess Solutions Nigeria Limited is an integrated customer engagement and business process outsourcing company. We deliver innovative digital solutions that empower and optimize the performance of people, teams and organizations.

We are recruiting to fill the position below:

Job Title: Head of Contact Center Operations

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• We are looking for a Head of Contact Center Operations to oversee daily activities across functions such as Business Process Outsourcing, Contact center operations and regulatory compliance.
• You should be a responsible leader with an analytical and strategic mind and have a broad knowledge of the business.
• If you’re also committed to productivity and compliance, we’d like to meet you.

Responsibilities

• Designing policies, overseeing customer service and implementing technology solutions. 
• Formulate business strategy with others in the executive team
• Design policies that align with overall strategy
• Implement efficient processes and standards
• Coordinate customer service operations and find ways to ensure customer retention
• Ensure compliance with local and international laws (e.g. data protection)
• Oversee the implementation of technology solutions throughout the organization
• Manage contracts and relations with customers, vendors, partners and other stakeholders
• Evaluate risk and lead quality assurance efforts
• Oversee expenses and budgeting to help the organization optimize costs and benefits
• Mentor and motivate teams to achieve productivity and engagement
• Report on operational performance and suggest improvements.

Requirements and Skills

• B.Sc / BA in Business, Computer Science or other relevant field
• Proven experience of at least 7 years of Head of Operations, Operations Director or similar leadership role
• At least 3 years experience in the BPO / Contact Centre space
• Familiarity with all business functions including BPO, Contact center, supply chain and IT
• Experience with implementing BPO operations
• Knowledge of data analytics and reporting
• Good with numbers and financial planning
• Outstanding communication and negotiation skills
• Excellent organizational and leadership ability
• Analytical mind
• Problem-solving aptitude
• BPO / Contact Centre Experience is a must.

Application Closing Date
21st April, 2025.