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We are seeking an experienced General Manager of Operations to oversee the end-to-end operational performance of our international clients. As a key member of the Ignition CX team, you will be responsible for driving results and improving processes in a fast-paced environment.
Your Key Responsibilities Will Include:
• Ensuring that all client KPIs and SLAs are met through effective day-to-day operation of the contact centre
• Managing and mentoring teams of agents, team leaders, and campaign managers to achieve high performance standards
• Analyzing performance metrics to identify areas for improvement and implementing measures to drive continuous improvement
• Collaborating with support departments to enhance operational delivery and resolve escalated issues
• Leading weekly, monthly and quarterly business reviews with clients and internal stakeholders
To Be Successful In This Role, You Will Need:
• A proven track record in a similar senior operational role in operations in a GBS or BPO
• Strong leadership and influence management skills
• General business analysis skills and the ability to work effectively with senior and executive level employees
• A proactive strategic approach to problem-solving
What We Offer
• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
If you are a motivated and experienced leader looking for a new challenge, please apply now.
