The Role
Lead day-to-day contact center/frontline operations to meet SLA, KPI, quality, CSAT/NPS, productivity, and revenue targets. Manage client relationships, escalations, staffing, WFM, coaching, performance management, reporting, continuous improvement, compliance, and business continuity.
Summary Generated by Built In
- Lead day-to-day frontline operations and ensure achievement of SLA, KPI, productivity, quality, CSAT/NPS, and revenue targets.
- Manage client relationships, operational reviews, escalations, contractual commitments, and service delivery requirements.
- Lead, coach, and performance-manage supervisors, team leads, and frontline employees while driving engagement, accountability, and productivity.
- Partner with Workforce Management to optimize staffing, scheduling, attendance, adherence, occupancy, AHT, and resource utilization.
- Monitor customer experience and quality metrics, identify service gaps, and implement corrective and preventive actions.
- Analyze operational data, identify performance gaps and root causes, and implement continuous improvement initiatives.
- Drive process efficiency, cost optimization, automation, and adherence to approved SOPs and service standards
- .Ensure compliance with company policies, client requirements, data protection, information security, and applicable regulatory standards.
- Prepare and present operational, client, and management reports, including performance trends, forecasts, risks, and improvement plans.
- Ensure business continuity, effective escalation management, and timely resolution of operational and client issues.
Requirements
- Bachelor’s degree in Business Administration, Management, Social Sciences, or a related field.
- 5–8 years’ experience in BPO, contact center, customer experience, or service operations, with at least 2–3 years in a supervisory/managerial role.
- Proven experience managing frontline teams and client accounts
- Strong knowledge of BPO/contact center metrics, workforce management, quality management, and service delivery.
- Excellent leadership, client management, analytical, problem-solving, communication, and reporting skills.
- Proficiency in CRM, workforce management, and operational reporting tools.
Skills Required
- Bachelor's degree in Business Administration, Management, Social Sciences, or related field
- 5-8 years' experience in BPO, contact center, customer experience, or service operations
- At least 2-3 years in a supervisory or managerial role
- Proven experience managing frontline teams and client accounts
- Strong knowledge of contact center metrics, workforce management, quality management, and service delivery
- Excellent leadership, client management, analytical, problem-solving, communication, and reporting skills
- Proficiency in CRM, workforce management, and operational reporting tools
- Knowledge of data protection, information security, and applicable regulatory standards
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The Company
What We Do
Avetium Consult, now operating as Avetium Technologies, is a Nigerian business technology and business-process-outsourcing company. It helps organizations streamline operations, optimize processes, and improve productivity through enterprise applications, IT infrastructure, cloud services, cybersecurity, customer-management solutions, and managed operational support. The company serves startups, SMEs, large enterprises, and public- and private-sector organizations across Nigeria and the wider African market, with measurable business results.
