We're on the lookout for an energetic Campaign / Ops Manager to drive our vibrant contact centre to new heights!
In this pivotal role, you'll ensure seamless campaign performance and maintain stellar client relations, all while championing quality and excellence.
If you have a passion for leadership and a knack for strategic thinking, this is your chance to cultivate a high-performance culture and deliver outstanding customer experiences!
Join us and be a key player in our success story!
Requirements • Minimum:3 - 5 years+ in chat/emails/voice/messaging • Overall 3 – 5 years in Travel BPO operations/Airline/OTA Operations (mandatory) • GDS Amadeus and/ or Galileo experience (Essential) • Matric Certificate (Grade 12) • Relevant certifications in contact centre management, customer service, or operations management (e.g., CCMP, CCXP) are advantageous.
• Proven in contact centre management, operations management, or related roles.
• Experience in client relationship management and ensuring alignment with client standards.
• Exceptional leadership skills with the ability to motivate, empower, and develop teams.
• Strong people management skills, • Proven ability to manage client relationships effectively, ensuring operational delivery aligns with contractual obligations • Proficiency in data analysis, interpretation, and using data to drive operational improvements.
Characteristics: • Insatiable curiosity and hunger to learn • Leadership : getting people to buy in on a vision • Analytical skills: ability to look at the world objectively through first principles thinking • Entrepreneurial spirit: Drive to get things done and not over analyze • Mental toughness and ability to overcome critique and failure • Results Driven • Strategic Thinking: Ability to think strategically, align business operations with long-term goals, and contribute to strategic planning initiatives.
Skilful in setting clear objectives, planning activities, and identifying potential challenges Overall governance and service delivery.
• Stakeholder management for day-to-day operations.
• Act as the first point of contact for any inter-department coordination.
• Monitor and guide a team of Team Leaders to ensure productivity parameters are met.
• Manpower planning and resource allocation for peak and lean seasons of business.
• Adherence to service and quality benchmarks to provide a world-class experience for customers.
• Manage performance parameters of the Chat team (AHT, FRT, attrition, shrinkage, etc.)
and take corrective actions where necessary.
• Data analysis to identify improvement opportunities in the process.
• Run process improvement initiatives and drive efficiency.
• Own CSAT/NPS metrics • Oversee a 24/7 centre and demonstrate flexibility to meet various business demands, including the readiness to provide operational support during evenings or weekends as necessary to meet business requirements.
• Action and ensure adherence to required HR and IR policies and process where required
